Customer Success Manager

Job Description
- customer success manager

**This is Worldline**

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

**The O**pportunity**

Worldline, a leading European digital payments company, seeks a senior Customer Success Manager to join our team and build and maintain strong relationships with our most valuable Small and Medium-sized Business (SMB) clients and strategic partners.

This role is crucial for ensuring their ongoing success and satisfaction with our products and services, providing comprehensive support and acting as a key point of contact for all client needs. A key aspect of this role is to help shift the team's culture from a reactive, incident-driven approach to a proactive, value-driven model focused on maximizing customer lifetime value (CLTV).

The CSM will proactively identify and initiate opportunities for growth, collaborating closely with Partner Managers and Key Account Managers to drive sales and expand partnerships.

**Your responsibilities**
- Develop and implement effective Customer Success Plans to maximize client lifetime value (CLTV) and partner lifetime value (PLTV) for high-value SMB clients. Foster long-term collaboration and mutual success through proactive relationship management.
- Provide comprehensive support and act as a key point of contact for all client needs, ensuring timely and effective resolution of inquiries and issues.
- Cultivate strong, collaborative relationships with key stakeholders at client and partner organizations, acting as a trusted advisor and advocate. Proactively identify and mitigate potential challenges specific to the SMB market, ensuring seamless service delivery and partnership/client success.
- Identify and initiate opportunities for expanding relationships within the SMB segment, collaborating with Partner Managers and Key Account Managers to pursue upselling, cross-selling, and new collaborative ventures.
- Develop and present data-driven reports and analyses on client and partner performance and satisfaction, leveraging this information to inform strategic decisions and drive continuous improvement.
- Mentor and coach team members, fostering their professional growth and leadership capabilities in managing strategic partnerships and key accounts within the SMB market.
- Contribute to a cultural shift within the CSM team, moving from a reactive, incident-driven approach to a proactive, value-driven model focused on maximizing CLTV.
- Contribute to continuous improvement within the Customer Success team and across the wider organization, focusing on the SMB segment, proposing and implementing process enhancements. Actively seek alignment with stakeholders in Sales, Product Management, Support, and Management to drive improvements in processes, products, and services specifically tailored to the SMB market.
- Support colleagues across the organization, sharing expertise and providing guidance in effective relationship management within the SMB sector.
- Actively contribute to the team's success, supporting management in achieving key objectives related to client and partner satisfaction and growth within the SMB market.

**Who Are We Looking For**

We look for big thinkers. People who can drive positive change, step up and show what’s next - people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

- Proven ability to manage and grow high-value SMB accounts and/or strategic partnerships for 5+ years.
- Native fluency in French
- High level of proficiency in English.
- Excellent communication, presentation, and interpersonal skills.
- Strong analytical and problem-solving skills.
- Experience with CRM/CSM systems (e.g., Salesforce, Gainsight) is preferred.
- Experience in the payments or fintech industry is a plus. Specific experience working with SMB clients is highly valued.
- Experience mentoring or coaching others is highly desirable.
- Experience leading cultural change within a team is a significant plus.

**Perks & Benefits**

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

- Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
- Work with inspiring colleagues and be empowered to learn, grow and accelerate your career

**Shape the evolution**

We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People