Senior Customer Success Manager

  • London, UK
  • Employees can work remotely
  • Full-time

Company Description

Hastee is an award-winning fintech business providing earnings on demand via an App and card. Our mission is to revolutionize the way people get paid and manage their finances.  Our revolutionary technology is designed to improve finacial health and productivity of the workforce and in turn, their organizations, and we are proud to have an NPS of 76 and 4.8/5 rating in the Apple Store and Google Play. 

Hastee is headquartered in the UK with offices in Barcelona and Kiev and backed by some of Europe's leading fintech investors.  

To continue delivering the best Customer Experience, we are seeking a Senior Customer Success Manager to help us grow and evolve our commercial success internationally. They are to be based in Uk or Spain.

An incredible opportunity to work with leading businesses and with a diverse, multicultural and ambitious team on a mission to improve the life of millions of employees globally

Job Description

We are looking for a Senior Customer Success Manager with a clear commercial focus, owning the handover of B2B clients from our Sales Team to ensure the best onboarding, adoption, and growth of your portfolio of clients.  

 

You will handle relationships with new and ongoing clients and serve as their primary point of contact within Hastee. You will be responsible for welcoming new clients, setting expectations for their experience with Hastee, handling ongoing account updates and inquiries from your clients, and maintaining a high rate of customer satisfaction within your portfolio.  

 

You will need to be able to regularly get to our Barcelona office or London HQ despite we are still working remotely and plan to stay very flexible combining remote & office going forward. 

 

You will report directly into the Head of Customer Success and will be working closely with our sales, marketing, and product teams. 

  

Your key responsibilities: 

  • Responsible for the overall relationship, growth, and retention of your client portfolio. 

  • Responsibility for increasing adoption, ensuring retention, and delivering satisfaction, overseeing the lifecycle / touchpoints per account. 

  • Establishing a trusted/strategic advisor relationship with customers and driving continued value of our products and services. 

  • Analyzing performance and developing ongoing reports to provide them with detailed insight into the key metrics of our partnership evolution. 

  • Working with clients to establish strategic plans, goals and other key performance indicators and support the customer in achieving their goals. 

  • Assist with issues and support clients concerns as needed. 

  • Advocating customer needs/issues cross-departmentally, gathering valuable feedback from clients for continual product improvements. 

 

  

About you: 

  • Prior experience as a Customer Success Manager, Account Management, Consultant or equivalent role in a B2B SaaS with Corporate Customers. 

  • Proven track record of delivery in a client-facing environment with a focus on building relationships, increasing customer satisfaction, improving adoption and forming upselling and cross-selling strategies. 

  • Proven track record of developing and executing strategic account plans and optimizing the customer journey. 

  • Familiarity working with SME´s but with experience growing enterprise clients across multiple teams and regions. 

  • Proven ability to drive continuous value of a SaaS product suite, with a deep curiosity to understand your customers. 

  • Strong analytical skills to monitor, measure, and report on customer performance and analyze trends, issues, and needs within your portfolio. 

  • Technically, you have a broad understanding of technical concepts and are comfortable discussing integrations with 3rd party solutions (Payroll, Workforce Management Software, …). 

  • Impeccable written and verbal communication skills, detail oriented and analytical. 

  • A proactive approach to your work with the ability to work autonomously. 

  • Excellent teamwork skills and passion for Customer Satisfaction. 

  • Bilingual English/Spanish and good professional command of other European languages a plus. 

  • Passionate about Fintech / Start-ups / High growth-companies / Financial wellbeing 

  

Your success will be measured on: 

  • Timely onboarding of new customers 

  • Adoption: Sign-ups 

  • Engagement: Monthly Active Users and ARPU 

  • Your clients’ satisfaction levels 

  • Retention 

Qualifications

  • Experience working for a HR Tech / B2B SaaS in a similar role. 

  • Experience building relationships and selling into HR departments. 

  • Demonstrable knowledge of marketing & data analytics principles and best practices. 

  • Experience working with CRM and ticketing systems, such as Hubspot, Salesforce, Zendesk or JIRA. 

Additional Information

Hours / Working Arrangements:

·       We offer flexible working hours and remote working arrangements  

·       The COVID-19 pandemic has seen everybody at Hastee Spain shift to remote working and this is something we’ll continue to do into 2021.

 

Hastee culture:

Hastee shares a set of core values and want to hear from you if you believe in:

·       Taking pride and care about the quality of your work;

·       The customer comes first and user outcomes are key;

·       Succeeding together and working collaboratively;

·       Experimenting and innovating to make things better or to find solutions to new obstacles; and

·       Learning & sharing your knowledge with others.