Senior Customer Success Manager

About the Role:

• As a Senior Customer Success Manager, your mission will be to lead strategic customer relationships, maximise account growth, and serve as a trusted commercial advisor to our most valued customers. You will take ownership of a portfolio of high-value, often complex accounts, ensuring customers realize maximum value from our solutions and driving measurable impact for both the customer and Enfuce.
• In this role, you'll take a proactive approach to account growth, owning strategic account plans, influencing executive-level stakeholders, and aligning internal teams around shared customer objectives. You will lead cross-functional collaboration across onboarding, technical delivery, product, and commercial functions to drive long-term adoption and unlock scalable growth opportunities.
• As a senior member of the Customer Success team, you'll also help mentor colleagues, contribute to team best practices, and represent the voice of the customer in internal decision-making.
• This is a highly visible role that blends commercial focus with strategic influence, helping to shape how we serve, grow, and retain our most critical customer relationships.

What You'll Be Doing:

• Develop and maintain trusted, long-term partnerships with key clients, aligning their strategic goals with our solutions to drive revenue, retention, and mutual success.
• Act as the lead commercial advisor and primary contact for executive stakeholders, providing strategic guidance, navigating escalations, and representing customer needs internally.
• Drive expansion across your portfolio through proactive identification and execution of upselling, cross-selling, and solution adoption opportunities.
• Lead quarterly and executive business reviews, aligning internal and customer stakeholders around progress toward KPIs, ROI achievements, and future opportunities.
• Monitor and interpret customer health signals, using data to inform engagement strategies and proactively mitigate risk.
• Collaborate cross-functionally with Sales, Product, Delivery, and Finance to ensure customer outcomes are delivered efficiently and consistently.
• Maintain a deep understanding of the embedded finance and payments ecosystem to position our capabilities effectively in strategic conversations.
• Continuously champion customer feedback internally, contributing to product and service enhancements and advocating for long-term customer success.
• Support the growth of the Customer Success function by contributing to internal process development and driving operational excellence.

What You'll Bring:

• years of experience in a Senior CSM, Key Account Manager, or similar client-facing role within the payments, fintech, or financial services industry.
• Proven success managing and growing high-value, complex enterprise accounts with multiple stakeholders and business units.
• Strong commercial mindset with a track record of driving revenue through upsell, expansion, and strategic account development.
• Experience engaging with C-level stakeholders and navigating enterprise customer environments with credibility and confidence.
• Strong understanding of financial regulations, compliance requirements, and product offerings in the BaaS, embedded finance, or issuer/processor space.
• Data-driven decision-maker with excellent communication, planning, and prioritisation skills.
• Demonstrated ability to balance strategic thinking with hands-on execution in a fast-paced, evolving environment.
• Comfortable leading cross-functional collaboration across teams such as Sales, Legal, Product, and Technical Delivery.
• Passionate about customer advocacy and long-term success.
• Fluency in English required; additional European languages are a plus.
• Experience working with banks, fleet & mobility, or employee benefits customers is an advantage.

Why You'll Love Working At Enfuce:

• High autonomy & ownership: We give you the freedom to own your work and trust you to make the best decisions for your projects.
• Top-tier talent: Join a team of industry experts and highly skilled professionals who are as passionate as you are about innovation.
• Unlimited growth potential: We support your ambition with plenty of room for personal and professional growth within the company.
• Flexible, remote work: Work from anywhere up to 30 days, in an environment that values flexibility and work-life balance.
• A supportive culture: You'll be part of a team that encourages, motivates, and celebrates success together.

Comprehensive benefits package: We take care of our people with great benefits to match the value you bring.

Benefits & Perks:

Fair pay and employee stock option:

• We value the input of every employee and want you to tap into the growth we build together. That's why our salaries are competitive and reassessed regularly, and you have access to an employee stock option program.

Flexible Paid Time Off:

• We offer a flexible paid time off policy, providing up to 5 weeks of annual vacation days and paid family leave (subject to country regulations). Additionally, you can benefit from hybrid or remote work options, promoting a healthy work-life balance.

Individual Learning Budget:

• You get a yearly learning budget to use for courses and other relevant learning opportunities that help you develop your skills.