Customer Success Manager Professional

This is Worldline

We are seeking a dedicated and client-focused Customer Success Manager to join our fast-growing fintech company. The CSM will be responsible for building strong relationships with our financial clients ensuring they maximize the value of our innovative financial solutions and driving customer retention and growth in a highly dynamic environment.

Day-to-Day Responsibilities

• Act as the primary Service Delivery Single Point of Contact for assigned customers.
• Build strong customer relationships and an effective internal network to support retention.
• Ensure adherence to agreed SLAs and guide customers through issue resolution processes.
• Ensure high-quality service delivery aligned with SLA/SLO commitments.
• Monitor track and report SLA/SLO performance including monthly dashboards.
• Provide clear and timely SLO reporting to customers (standard or on demand).
• Lead root cause analysis for SLA/SLO breaches and report findings to stakeholders.
• Identify recurring issues and drive structural improvements.
• Track customer issues ensure resolution and manage escalations end-to-end.
• Handle complaints and escalations involving management when needed.
• Review NPS/CSAT results and implement improvement actions.
• Maintain strong operational relationships with customers.
• Collaborate internally (Sales Customer Service etc.) to support business initiatives.
• Oversee implementations and rollouts (scope timeline risks financial awareness).
• Continuously develop knowledge of customer needs products and processes.
• Contribute to problem-solving and implement agreed solutions.
• Identify and recommend process improvements.
• Support team SLA performance and cross-team collaboration.
• Build strong internal relationships to enhance service quality and efficiency.

Who Are We Looking For

We look for big thinkers. People who can drive positive change step up and show whats next people with passion can-do attitude and a hunger to learn and practice this means:

• 3 years of experience in a comparable customer-oriented role account management or similar role within the fintech or financial services industry
• Fluency in English
• Excellent communication and interpersonal skills with the ability to explain complex concepts clearly
• Ability to manage multiple client accounts with a high level of organization
• Problem-solving mindset with a proactive approach to customer engagement
• Familiarity with CRM tools such as Salesforce or similar platforms
• Understanding of financial products payments banking technology or related fintech solutions will be a plus

Perks & Benefits

At Worldline youll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that you will also:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Referral program
• Public transportation allowance
• Meal allowance
• Annual bonus

Shape the evolution.

We are on an exciting journey towards the next frontiers of payments technology and we look for big thinkers people with passion can-do attitude and a hunger to learn and grow. Here youll work with ambitious colleagues from around the world take on unique challenges as a team and make a real impact on the society. With an empowering culture strong technology and extensive training opportunities we help you accelerate your career - wherever you decide to go. Join our global team of 18000 innovators and shape a tomorrow that is yours to own.

LearnmoreaboutlifeatWorldlineat

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as an individual with a disability or any applicable legally protected characteristics.

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers we inform you that Worldline Financial Services (Europe) S.A. a joint-stock company Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).

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