Customer Success Account Manager

About us

At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere. 

GoCardless is used for domestic and international payments by 85,000+ organisations and counting, processing more than $30 billion across 30 countries. We’re an award-winning London based fintech, with additional offices in Riga, Paris and Melbourne.

The Role

We are seeking a dynamic Customer Success Account Manager to join our Paris team. You will manage a diverse portfolio of merchants, driving their growth and contributing to the expansion of our international business.

What excites you:

• Portfolio Management: Take full commercial ownership of a large portfolio of our European customers (200+ customers; $3 million in ARR).
• Revenue Growth: Identify, cultivate, and secure opportunities to enhance customer engagement and increase transaction volume across the portfolio.
• Risk Mitigation: Mitigate risk including managing renewals and ensuring customer retention.
• Customer Reporting and Insights: Provide regular reports and updates on account performance and customer feedback. Identify and expose valuable insights to customers during Success reviews.
• Product Expertise: Gain in-depth knowledge of our payment solutions to effectively support customer onboarding, optimize usage scenarios, and demonstrate product value to drive customer success.
• System Proficiency: Learn and use our systems and tools such as Zendesk and ChurnZero.
• Process Improvement: Seek to improve processes and the customer experience through feedback and data-driven problem solving.
• Customer Advocacy: Coordinate with Customer Advocacy to identify and capture customer stories leading to referrals, testimonials, and case studies.
• Cross-Functional Collaboration: Collaborate with cross-functional teams to ensure customer satisfaction and retention.
• Industry Awareness: Stay updated on industry trends and best practices to continually improve customer success strategies.

What excites us:

• Proven track record in managing and growing a portfolio of accounts.
• Passion for helping customers.
• Strong listening and verbal communication skills: quickly understand customer needs or issues and deliver clear responses via video calls, emails, and in-person meetings.
• Experience prioritizing time between multiple important and urgent issues.
• Enjoy working cross-functionally and partnering with other teams on projects.
• Operational mindset with a focus on improving effectiveness and efficiency.
• Fluency in French and English. Additional languages (Spanish, German, Italian, Portuguese, and other European languages) are a plus.

What We Offer:

• A collaborative and innovative work environment.
• Opportunities for professional growth and development.
• The chance to be part of a rapidly expanding international business.

We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

(some of) The good stuff

• Wellbeing – stay healthy with dedicated support and medical cover
• Work away scheme – you can apply to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working – allows you to work flexibly, around your lifestyle
• Equity – all permanently employed GeeCees receive equity so we can share in the success we achieve together
• Parental leave – to suit everyone embarking on life’s great adventure
• Time off – generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

Life at GoCardless

We’re an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it’s essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCee’s’ that is as wonderfully diverse as the world we live in – with a multitude of perspectives, experiences & backgrounds.

We’ve got a long way to go, but here’s how we’re doing as of June 2023;

42% identify as women

28% identify as Black, Asian, Mixed or Other

9% identify as LGBTQIA+

9% identify as neurodiverse

2% identify as disabled

We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support.

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

Sustainability

We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn. 

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