Customer Success manager

At Sure Pay, we're on a mission to safeguard our clients and their customers from the escalating threat of global payment fraud. Since our inception in 2016 as a Rabobank startup, we've been pioneers in combating payment fraud and misdirected payments. Our innovative solutions have significantly reduced financial losses and administrative burdens for countless individuals and businesses. We are European market leader and as we continue to evolve and grow, we're working hard to scale further globally, while continuing to build our talented and driven team.

As we are growing our customer base, we are looking to expand our CSM team. This is a critical role responsible for managing a book of business primarily composed of Bank clients and a select number of our highest-value, Tier 1 Strategic Accounts across Western Europe. This role is a vital blend of Relationship Management (AM), Strategic Advising, and Commercial Execution.

You will be the client's primary guide, ensuring they achieve maximum value from our service, leading to high adoption, strong partnership, and, crucially, successful renewal.

Responsibilities include:

• Customer Management & Value Realization:
  Take ownership of the customer relationship guiding them into full business execution. Develop and maintain deep, strategic, and long-term relationships to ensure account growth
• Driving Adoption:
  Proactively drive the adoption and utilization of our service, ensuring clients are leveraging the platform in the most effective and strategic way possible.
• Performance Monitoring:
  Continuously monitor client performance, service usage, and key metrics to proactively identify risks and opportunities.
• Training & Enablement:
  Conduct product training and create resources to guide clients on the best use of our service.
• Reporting & Reviews:
  Prepare and lead Quarterly Business Reviews (QBRs), review survey results, and establish regular performance reporting mechanisms.

We are looking for an experienced and commercially-driven Customer Success Manager (CSM) to join our growing team. We are looking for someone who can hit the ground running and believe the following would help to be successful in this role:

• 3+ years of prior CSM experience within the Fintech/Payments/SaaS industry, with hands-on experience in serving banks as clients.
• Technical Acumen:
  Ability to understand and discuss technical concepts, including familiarity with APIs.
• Relationship management:
  Ability to build and maintain strong, long-term client relationships
• Communication:
  Strong verbal and written communication, including active listening and presentation skills.
• Customer Focus: A genuine passion for delivering outstanding customer service and ensuring clients realize maximum value from the service.
• Flexible and Pragmatic:
  Comfortable and effective operating in a fast-paced, scale-up environment, capable of navigating change and ambiguity.

• Competitive salary + 8% personal benefits budget (use it on training, more time off, or your salary)
• 25 holidays
• Hybrid working setup (1 day per week in Utrecht)
• Mac Book Pro, iPhone, and all the tech you need
• Travel costs covered (NS Business Card)
• Pension plan
• A culture of ownership, innovation, and autonomy
• Friday drinks, off sites, and a quarterly company meetup
• A diverse team of 35+ nationalities, driven by impact

• Founded in 2016
• 1 office
• Flat organisation and no hierarchy
• (Business) Casual

Sure Pay makes payments easier, more personal and even more secure. We are a fast-growing Fin Tech SaaS company and have secured our Series A funding in September 2021. Sure Pay stems from an innovation program of Rabobank, started in July 2016 and has been an independent BV since the beginning of 2020. Sure Pay is backed by two leading investors:
Rabo Investments and Carlyle Europe Technology Partners. Both are highly experienced in scaling international B2B SaaS and Fin Tech companies. Their support reinforces Sure Pay’s mission to prevent payment fraud globally and accelerate our international growth. Sure Pay's core values are;
We Care, Build Together, Think Forward and Be Responsible. These core values are the driver's of our culture and can be seen as guidelines on our beliefs and behaviour. It defines what we find important as a company and the way we work together everyday.

• We Care:
  We are a supportive employer and understand that health, family and safety is what really matters. We care about our employees, customers, partners and end-users. Therefore we value creating a safe workspace where everybody can be their authentic self and where we, together, work on the same mission to provide safer payments.
• Build Together:
  We believe in teamwork and strive towards the best results together with employees and customers. Our diversity, both personal and professional, is one of our key strengths.
• Think Forward:
  We are front runners and are on top of our game. Our customers can rely on innovative solutions to service their current and…