Customer Success Manager

**About**:
Swan, a European fintech company, is the easiest way to add banking features to your product. This can be called “Banking-as-a-Service” or “Embedded finance”. We built Swan so that anyone can start embedding banking features within just minutes of visiting our website. Swan is truly fast and easy to use.

Swan already has 70 customers across 10+ European countries, large enterprise and startups alike. They include Carrefour, Pennylane, Alma, and Ride.Capital. We’re on track to take things much, much further, by embarking on Europe — localizing our product, and internationalizing our team and partner portfolio.

Swan has received 21M€ funding from VCs like Accel and Creandum. We’re a Mastercard principal member and a licensed financial institution, passported across Europe.

We have a hybrid remote-work policy, with 100+ Swanees across offices in Paris, Bordeaux, Berlin and Barcelona Wherever you’re coming from, come as you are We’re open to all kinds of people, from all walks of life. If you’re excited about joining a European fintech adventure, Swan is the way

***Job description**:
Swan is looking for a Customer Success Manager based in Paris or Berlin, to join its operations team.

Operations are a key pillar to Swan’s success. Their mission is to provide a flawless end-end customer experience. This team includes our Customer Success Managers, Technical Account Managers, Technical Writers as well as our KYC teams. These folks are all about customer obsession and making sure Swan offers the smoothest, most elegant BaaS experience out there

As the first Customer Success Manager in the DACH market, you will manage a portfolio of partners throughout their life with Swan. You will be an expert on Swan products and ensure that the relationship between Swan and its clients is a success from an operational point of view

**Your mission**:
**Customer relationship management/Customer Voice**
- Manage a portfolio of partners across the DACH market. You will nurture relations with our partners (customers), advise our clients on how to optimise product usage, provide solutions to different use cases and escalate feedback to our Product team.
- Answering all questions about the product, processes and operational issues, including support inbound for German customers.
- Understand our customer’s needs, monitor key metrics on your accounts and initiate and follow up on action plans to improve customer satisfaction.
- Identify and engage champions/client ambassadors, key contacts for each topic, and the Partner Ops structure
- Maintain great relationships with existing and new partners

**Training**
- Create training courses/pathways in collaboration with different teams (Technical Writer, Product team )
- Train our partner teams and improve our training

**Portfolio management**
- You will be the point of contact for the partner's Ops (Support, CSM, Onboarding) and Product teams
- Participate in live partner pipeline reviews
- Analyse your portfolio and takes proactive actions to improve operations with partners _(Continuous training, new process )_
- Conduct Ops reviews
- Effectively work cross-functionally across the organization to shape Swan’s solutions to meet our partners’ needs

**Preferred experience**:
**You’re a great match if**:

- 2 - 5 years of experience as a Customer Success Manager in a start-up/scale-up or another fast-paced work environment
- Technical skills: technical background / coding Bootcamp / experience with APIs
- Ability to understand and articulate technical concepts, and translate them into industry
- or business-relevant terms
- Passion for startups, new technology businesses and Fintechs
- Flexibility with changing requirements in an evolving and fast-paced environment
- An experience in an international / European environment would be a plus
- Strong interpersonal skills, excellent team player and fun to work with
- Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.
- Excellent working abilities in English and German.
- Speaking French, Spanish, Italian or Portuguese is a plus

It’s okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying

**About Swan**:
**Perks of being a Swanee**:

- ESOP packages available
- Flexible remote policy, ask us about it
- Swan encourages you to have fun staying fit, thanks to partnerships with Classpass & Gymlib.
- Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reconnect, deep-dive into big topics, and relax.
- This isn’t a perk, it should be the rule, but diversity and inclusion are important at Swan. We’re working hard to get better every day.

**Our values**:
**Be human**: Be straightforward, transparent, and sincerely care. It's all about integrity and doing the right thing.

**Ambition**: We’re in this for the long game. We want to transform the entire market, and b