Customer Success Manager

The private and venture capital markets host trillions of euros of investment that fund massive innovations and high-impact companies around the world. Most of this still operates on manual and paper-based processes and very fragmented legacy systems.

Our mission is to be the driving transformation engine for all interactions in that industry from fundraising, communication, workflows, data processing, and systems integrations. Vestlane has already powered over 4 billion euros in investments for 3,000+ investors with 100+ funds over the last 18 months.

Tasks

We actively seek out exceptional Customer Success Manager with passion for people and financial markets, sharing our mission to change the world of investments.

You will own and manage portfolios of existing customers. You will work with new customers to understand their business plans, onboard them, and develop a Vestlane adoption roadmap that will enable them to accomplish their desired fundraising outcomes. This also includes ensuring your customers get the most value out of Vestlane products, and managing them successfully through the renewal process. Using your experience, you will collaborate with the team, development, sales, marketing, and support to drive account strategy, solve problems, and improve customer engagement and loyalty.

What will keep you challenged?

• Have a clear understanding of customer needs and help them maximize value from the Vestlane platform/services ensuring strong user engagement
• Manage new customers through the onboarding process and help existing customers through the renewal process, including effectively managing escalations related to contract terms
• Focus on retention and growth of Vestlane customers
• Build deep relationships with decision-makers within customer accounts to enable them to be Vestlane advocates
• Participate in customer issues and manage resolution
• Engage customers to act as a reference
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Monitor and influence product usage, customer engagement, and satisfaction feedback
• Proactively identify areas where customers can further engage with the Vestlane product

Requirements

• 3+ years of experience in a customer success & B2B account support role with a track record that demonstrates understanding of the techniques and methods of managing sophisticated business clients.
• Strong legal sense and financial markets understanding
• Proven ability to build and manage customer account relationships in an existing or new sales role
• The ability to work through difficult conversations to preserve relationships and the ability to establish and optimize operational processes
• Proactive, action-oriented, and prioritization skills
• Ability to learn fast in multiple functional areas of business legal, operations, finance, sales, or marketing.
• Fluent in English and German
• Experience in regulated industries (finance, healthcare etc.) is a plus

Benefits

• Work closely with the co-founders and shape a new unit within the company.
• Make a true impact in the legal/regulatory technology industry.
• Enjoy a great remote culture, which allows you to be very flexible; if you prefer to work from sunny beaches or cool mountains from time to time, feel free - be prepared to get some jealous messages from us on Slack or to receive even more awesome photos in return
• Engaging culture with flat hierarchies where every person is valued.
• Amazing and smart colleagues.
• Having fun together as a company with regular team events.
• Getting challenged and developing your professional skills by taking over responsibilities.
• A high degree of collaboration and autonomy.
• 30 vacation days per year.
• Attractive remuneration.

We are a remote-first company but have offices in Berlin and Munich. Please let us know your preferred location or where you would be based.

We are an equal-opportunity employer and are committed to providing a positive interview experience for every candidate. As a company, we value transparency, fairness, and leadership and build our teams around these values. If you have any questions upfront connect with us via email.