Customer Success Manager

**About us**
We're a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customers' bank accounts. Our global payments network and technology platform take the pain out of getting paid for 80,000 businesses worldwide, from multinational corporations to small businesses. Each year we process US$30 billion of payments across more than 30 countries. We're headquartered in the UK, with additional offices in Australia, France and the United States.

**The Team**

The Customer Success team is part of the Customer Success Group (CSG) and is responsible for managing our top tier customers across both the Mid Market and Enterprise segments. We believe in owning the outcome and embedding the behaviours that drives exceptional SaaS customer retention, growth and the ability to capture compelling customer data and stories.

**The Role**

As a Customer Success Manager, you will be responsible for the long term success of our merchants with GoCardless. We are looking for a CSM to be based in our Paris Office with business fluency in French & German to manage strategic customers in these regions. Day to day, you will:

- Manage a broad portfolio of our Enterprise and Strategic customer base in a personalised fashion, ensuring your owning the outcome
- Accountable for managing risk, forecasting accurately and spotting and driving growth opportunities
- Work closely with Sales and Onboarding to run efficient and effective merchant handover and Kick off meetings
- Understand, through consultation and partnerships how to identify customers pain points and drive them towards value
- Create and deliver success plans and success reviews with your merchants to optimise their usage of GoCardless and constantly drive value
- Advocate for our merchants internally by delivering informed, quantified feedback, especially ensuring this is clearly communicated to our product team
- Mobilise relevant teams to manage priorities and drive actionable outcomes
- Work closely with the Director, Customer Success to refine and improve processes and being proactive in driving new projects and initiatives
- Coordinate with Customer Experience to ensure we're delighting customers, so we can capture customer stories leading to referrals, testimonials and case studies

**What we're looking for**
- You can clearly demonstrate your experience working in a customer-facing role in either a CSM, Account Management or Implementation role ideally within a SaaS company
- You have a passion for driving successful customer outcomes in a strategic fashion.
- You drive value by being curious, consultative and are able to ask the right questions
- You have a proven track record in managing risk, forecasting and identifying growth opportunities
- You are commercially astute and can demonstrate this
- You have experience prioritising your time, especially between multiple important and urgent issues
- You love working cross-functionally and partnering with other teams on projects and are able to successfully mobilise them when needed
- You are able to work from Paris without sponsorship
- We are open to review location on a case by case basis

This role principally suits people with consulting or previous Customer Success experience, particularly in technology, finance or SaaS.

GoCardless embraces diversity and is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We offer a varied package of flexible working and benefit policies. From flexible working hours and working from home arrangements, through to enhanced parental leave, pension packages and equity. GoCardless has a very family and work life balance orientated environment. Our team comes from a variety of backgrounds and we embrace diversity - if you're unsure, please apply.
**Life at GoCardless**
When it comes to culture, we're proud of what we call the 'GC magic'. It's primarily defined by our values: _Start With Why, Be Humble, Act with Integrity, _and _Care Deeply. _They've been our bedrock since day one, and they continue to be one of the key factors of our success, and the reason we love showing up to work every day.
Because we're now delivering on our important, and ambitious vision to become the world's account-to-account payment network, we're working at pace. To help clear the path to success - so any obstacles and blockers don't slow us down - we've introduced our own set of operating principles, which live alongside our values. They're designed to help us successfully navigate our continued growth by helping us work together better. They provide guideposts around some of the key areas of how we operate so things are smoother, easier and ultimately lead to better outcomes. Read more about our values and operating principles here.
There's lots more to the magic. W