Customer Success Manager

Company Description

MANGOPAY’s mission is to shape the future of exchanges

We empower all marketplaces and platforms by providing them with powerful and flexible payment and regulatory solutions. Since 2013, we have accelerated the success of some of the biggest names in e-commerce, retail, and cutting-edge platforms like Vinted, Rakuten, Chrono24, La Redoute, Wallapop and 2,500 + more.

Our team of over 250 talents is spread across Europe, with main offices in Paris and Luxembourg. Marketplaces and fintechs are thriving and we are looking for outstanding profiles to tackle some of the most ambitious challenges in our field and contribute to our robust growth. We are proud of our diversity and are committed to employee well-being, inclusion and equal opportunity. Working at MANGOPAY means joining a dynamic, flexible and fast-growing organization.

We just raised €75 Million with Advent International, one of the most experienced private equity investors, to scale our vision globally. It’s time to join the adventure

**Job Description**:
MANGOPAY product is highly customizable and the Customer Success team is designed to give clear advice, support our clients in their growth and ensure that they are satisfied with our solution.

Reporting directly to the Lead Customer Success FBL based in Paris, this job is an opportunity for you to participate in the growth of the FBL region by providing close account management for existing customers.

**Your missions**:

- Support clients in their fast growth
- Manage the follow-up and retention of a portfolio of strategic clients
- Develop a close and trusting relationship with strategic customers by giving them best practices and make sure our product allows our customers to leverage it to achieve their goals and solves their challenges
- Define your own strategy for monitoring your portfolio according to the needs and type of clients
- Follow the customers’ business evolution.
- Provide business activity review and technical/functional workshops
- Manage pricing renegotiations
- Centralize, understand, and rewrite techno-functional needs and escalate them to the teams in charge of the roadmap
- Identify any recurring issues or needs and provide reports to the other internal teams
- Closely monitor the customer’s activity and performance, escalating issues to the appropriate teams and service providers

You will actively participate in the development and success of MANGOPAY.

**Qualifications**:
**Required**
- 2/3+ years of work experience in customer-facing roles (account management, IT project owner, consulting, engineer, etc).
- Thorough understanding of **how a REST API works is a must**. Confidence with web, mobile and back-end logic: You know how web coding works, even if you don’t have to code yourself.
- Business acumen, understanding of different business models.
- Fluent in French and English is mandatory.

**Preferred**
- Experience in B2B SaaS or fintech industries.
- Experience in fast-paced working environments.

**Also you...**
- Are Client Obsessed, listen to and understand customer needs
- Are business oriented and like negotiate
- Are a fast-learner
- Are a creative problem solver
- Are analytical and know how to anticipate and adapt
- Are diplomat, proactive, autonomous, curious, rigorous, responsive
- Like challenges
- Are a team player.

Additional Information
- HR Call
- Interview with the Head of CSM Western Europe & Lead CSM FBL
- Case study and debrief with the Head of Customer Success Western Europe & Lead Customer Success FBL + Interview with the VP of Customer Success
- Offer