Strategic Customer Success Manager

About

Swan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand.Swan processes over €1.5 billion in monthly transactions for more than 150 companies - like Pennylane, Indy, Agicap, Libeo, and Lucca. Founded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR).

Our mission

Banking belongs in business software

Many software companies already serve small businesses incredibly well: helping them send invoices, run payroll, manage inventory, and more. They’re on a mission to become the central hub for managing every aspect of business life.

But when it comes to financial workflows, there’s still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals.

It’s a missed opportunity. Business software shouldn’t just record financial activity — it should run it.

To learn more about us: About Swan ; Our story.

Job description

Swan is looking for a Strategic Customer Success Manager (called here Partner Success Manager) to join our Key Account Management team. This position is based in our Paris office.

Our mission is to provide a flawless, end-to-end partner experience. We are all about partner obsession and making sure Swan delivers the smoothest, most elegant embedded banking experience on the market.

As a Partner Success Manager, you will manage a portfolio of key partners (3-4 major accounts) throughout their journey with Swan and own daily project-run on this portfolio. You will be their dedicated project point of contact, a trusted advisor on Swan's operations and processes, and an internal advocate ensuring every partnership runs at its full potential. Under the supervision of a Key Account Manager, you will work closely together to ensure seamless alignment between operational success and commercial growth.

Your mission

Your primary mission is to ensure our partners are operationally successful with Swan - from the moment they go live to full product adoption and beyond. You own the operational run with your partners, and act as the bridge between our partners' project teams and Swan's internal organization, driving satisfaction, reducing friction, and building long-lasting relationships.

Concretely, you will:

• Support new partners onboarding in implementing their operations, in particular through partner teams training

• Ensure live partners run smoothly and are able to operate autonomously

• Foster strong, trust-based relationships with partner project teams

• Identify and proactively address operational challenges before they become issues

• Own operational process improvements identified with your partners

Main tasks

Portfolio management & partner relations

• Own a portfolio of key partners; serve as their dedicated point of contact for day-to-day topics - project management, processes, operational issues, KPI reviews

• Run regular calls and meetings: tackle open items, review performance, align on priorities

• Be responsible for providing timely and helpful responses to their inquiries and requests - understand their situation, find the right solution, close the loop

Operational excellence & partner health

• Run structured portfolio reviews, to assess operational performance, surface bottlenecks, and validate improvement roadmaps

• Act as an escalation point for operational issues; coordinate cross-functionally with Support, Compliance, and KYC to drive fast resolution

• Spot recurring pain points and push for systemic fixes - not just one-off patches

• Report on portfolio health to leadership with clear trends and concrete action plans

Training & knowledge enablement

• Lead partner onboarding from an operational standpoint, ensuring a smooth go-live and fast path to full autonomy

• Design and deliver training sessions for partner teams: support workflows, KYC processes, escalation paths, day-to-day operations

• Work with Documentation, Support, and KYC to keep partner-facing resources sharp and up to date

• Certify partner teams on Swan processes and run refresher sessions for new processes & operational configuration

Also, we're looking for someone with commercial inst