Customer Success Manager

  • Barcelona, Spain
  • 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. Hastee promotes employee financial health by giving workers access to savings, financial education & management tools and their earned pay, on-demand, through the Hastee app and card. Our revolutionary technology is designed to improve 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, Barcelona and Kiev and backed by some of the leading fintech investors.  

To continue delivering the best Customer Experience, we are seeking a Customer Success Manager to help us grow and evolve our commercial success internationally. 

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 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. 

Qualifications

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 analyse 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 

Icing on the cake: 

  • 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. 

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 

Additional Information

To work with a young and international team, in a fast-paced, exciting, open and dynamic start-up culture where what really matters is getting things done. 

To become part of a fast growing and game changer Company, where we are passionate about improving one of the largest problems of today: Financial Stress. 

To enjoy autonomy and flexibility to develop and make the most out of your role. 

To have an international scope and global responsibilities.