Strategic Customer Success Manager

Swan is Europes embedded banking specialist. We empower software companies to embed banking features like accounts cards and payments directly into their products under their own processes over 1.5 billion in monthly transactions for more than 150 companies - like Pennylane Indy Agicap Libeo and Lucca. Founded in 2019 the company has received growth capital from leading investors such as Lakestar Accel Creandum Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution regulated by the French banking authority (ACPR).

Banking belongs in business software

Many software companies already serve small businesses incredibly well: helping them send invoices run payroll manage inventory and more. Theyre on a mission to become the central hub for managing every aspect of business life.

But when it comes to financial workflows theres still a gap. Too many critical tasks like managing cash flow tracking payments or reconciling accounts happen outside the software across spreadsheets email threads banking portals.

Its a missed opportunity. Business software shouldnt just record financial activity it should run it.

To learn more about us: About Swan ; Our story.

Swan is looking for a Strategic Customer Success Manager (called here Partner Success Manager) to join our Key Account Management team. This position is based in our Paris office.

Our mission is to provide a flawless end-to-end partner experience. We are all about partner obsession and making sure Swan delivers the smoothest most elegant embedded banking experience on the market.

As a Partner Success Manager you will manage a portfolio of key partners (3-4 major accounts) throughout their journey with Swan and own daily project-run on this portfolio. You will be their dedicated project point of contact a trusted advisor on Swans operations and processes and an internal advocate ensuring every partnership runs at its full potential. Under the supervision of a Key Account Manager you will work closely together to ensure seamless alignment between operational success and commercial growth.

Your primary mission is to ensure our partners are operationally successful with Swan - from the moment they go live to full product adoption and beyond. You own the operational run with your partners and act as the bridge between our partners project teams and Swans internal organization driving satisfaction reducing friction and building long-lasting relationships.

Concretely you will:

• Support new partners onboarding in implementing their operations in particular through partner teams training

• Ensure live partners run smoothly and are able to operate autonomously

• Foster strong trust-based relationships with partner project teams

• Identify and proactively address operational challenges before they become issues

• Own operational process improvements identified with your partners
  

Portfolio management & partner relations

• Own a portfolio of key partners; serve as their dedicated point of contact for day-to-day topics - project management processes operational issues KPI reviews

• Run regular calls and meetings: tackle open items review performance align on priorities

• Be responsible for providing timely and helpful responses to their inquiries and requests - understand their situation find the right solution close the loop

Operational excellence & partner health

• Run structured portfolio reviews to assess operational performance surface bottlenecks and validate improvement roadmaps

• Act as an escalation point for operational issues; coordinate cross-functionally with Support Compliance and KYC to drive fast resolution

• Spot recurring pain points and push for systemic fixes - not just one-off patches

• Report on portfolio health to leadership with clear trends and concrete action plans

Training & knowledge enablement

• Lead partner onboarding from an operational standpoint ensuring a smooth go-live and fast path to full autonomy

• Design and deliver training sessions for partner teams: support workflows KYC processes escalation paths day-to-day operations

• Work with Documentation Support and KYC to keep partner-facing resources sharp and up to date

• Certify partner teams on Swan processes and run refresher sessions for new processes & operational configuration

Also were looking for someone with commercial instincts - an understanding that operational success and revenue growth are linked.

Curious about your future team Learn more about:
You will join the Partner Management France team part of Swans Business department. The team is composed of Key Account Managers & Partner Success Managers working in tandem on each of their portfolio. Together we cover the full partner lifecycle from signature to maturity. We operate with high autonomy a strong bias for action and a genuine obsession for our partners satisfaction.

• You have 2 to 5 years of experience as a Partner Success Manager Account Manager or in an operational client-facing role in a start-up scale-up or fast-paced environment

• You have experience managing a limited number of high-value clients.

• You are fluent both French and English - another European language is a strong plus

• You own things end-to-end: you dont hand off problems and wait - you drive issues to resolution follow through on commitments and close the loop without being asked

• You are reactive and structured: when something breaks (or is about to) you are the first to spot it and you move fast

• You are a natural project manager: you track moving parts keep stakeholders aligned across teams and make sure nothing falls through the cracks - even without a process to lean on

• You thrive in complexity: you can untangle messy multi-stakeholder situations and turn them into clear next steps.

• You are data-driven: you use metrics and dashboards to prioritize escalate and make decisions

• You have an interest for fintech embedded banking or financial infrastructure - or you are eager to become an expert quickly

• Our ideal teammate: Empathetic. Skilled. Doer. We love to challenge each other and we leave our egos at the door.

Its okay if you dont tick all the boxes dont let imposter syndrome prevent you from applying!

Swan is committed to providing a caring work environment for all employees regardless of age sex disability sexual orientation race religion or belief.

When it comes to recruitment were interested in your work experience skills and overall personality. Because diversity makes the workplace stronger and is necessary for Swans success we are intensifying efforts to incorporate concrete actions to help us improve in this area.

• Holidays : 25 days RTT

• Meal Vouchers: We provide a meal voucher card to cover your meals on work days.

• Transport: Monthly mobility package for accordance with the company agreement for sustainable mobilities you can now use your mobility package to pay for alternative commuting modes.

• Health insurance (mutuelle): Alan. This is Swans health and welfare insurance.

• Sports: Thanks to our partnership with Classpass you can enjoy advantageous discounts on subscriptions. They offer a wide range of sports activities as well as wellness activities.

• Well-being support: access to Moka Care for mental health and wellness.

• Hybrid remote policy: We offer the possibility of working from home for 2 days per week.

• Offsite: Once a year we gather to reconnect deep-dive into big topics and relax.

• This isnt a perk it should be the rule but diversity and inclusion are important at Swan. Were working hard to get better every day.

Swans core values guide our actions daily. Individually they may seem obvious but together they form a unique culture.

Simplicity: Leonardo Da Vinci said: simplicity is the ultimate sophistication. If somethings convoluted or confusing we work extra hard to break it down. - Making complex things simple is what we do.

Long Term: We always play the long game whether its to support our partners in their growth journey or make tangible commitments to climate action.

Excellence: We are a team of experts who consistently go all out to create pixel-perfect banking services and exceed our partners expectations whatever it takes.

Be Human: We believe in the power of kindness and the importance of acting with integrity. But embracing our humanity extends beyond interpersonal interactions it means caring about greater issues that affect our planet.

You can find out more about our culture.

• A 30-min call with our Talent Acquisition Manager Héloïse to get to know you understand your career expectations and answer your questions

• A 1-hour interview with one of our Key Account Managers Alice or Hortense (visio)

• A home case study followed by 1-hour presentation with a KAM and a Product Integration Manager (visio)

• A peer-interview with Romane (20min) followed by a 45-min interview with Lennig (on-site)

• 2-3 reference checks