Job Customer Success Manager @ FintechOS

FintechOS is a technology as a service platform for financial services organisations needing to transform legacy products into cloud based, customer-centric applications that drive revenue. Developed by experts in the financial technology industry, FintechOS empowers banks and insurance companies to accelerate their digital transformation by combining the full force of technical capability with a rapidly deployable platform.

Key takeaways:

• FintechOS is a product company, building an innovative platform for a global market in the fintech space
• HQ is in London; all product decisions are made in Bucharest and London
• Venture-backed business started in Bucharest, with a big list of international clients already under our belt
• Currently in scale-up stage: 150+ people, 4 countries

Product overview:

FintechOS accelerates the adoption of modern technology for financial services institutions (i. e. banks & insurance companies) by rethinking how apps are built for the enterprise.

Our platform allows any tech-savvy user to create apps by using an intuitive visual editor to design everything from the database model, to business workflows and the user interface. This rapid app development process imposes virtually no limits on creativity and complexity but at the same time - since all apps run inside FintechOS - makes sure they benefit from enterprise-grade security and scalability.

This visual editor (FintechOS Studio) makes use of a growing library of backend services and reusable components ranging from simple UI blocks to complex modules adding advanced functionality such as security, KYC, video conferencing, digital signatures, transactional emails or A. I.

Our customers use FintechOS to build, deploy and run apps in record time, easily integrating the latest technologies required to offer a modern, personalized user experience for all their services.

The Team and Role

FintechOS is a customer-centric company, and everything we do is driven by a relentless focus on delivering what our customers need. At the centre of this is the customer success team, which is responsible for managing relationships and growing revenue across FintechOS’ existing customer base.

Customer success managers (CSMs) are the main contact point within FintechOS for our customers, and have ultimate responsibility for the retention and growth of accounts. They engage with customers from an early stage, and build a deep understanding of our customers through regular engagement, a long-term focus and a commitment to helping them achieve their objectives. CSMs work very closely with all parts of the FintechOS organisation, and collaborate daily with sales, delivery, product and specialist teams to help our partnerships with our customers be successful.

The role reports to the Director of Customer Success.

Key Responsibilities

We are hiring for an experienced CSM to look after some of FintechOS’ largest and most strategic accounts across Romania and Central Eastern European region.

• Act as the primary point of contact for key business stakeholders at existing accounts in the Romania and Eastern European regions;
• Build trusted relationships across your userbase;
• Grow monthly recurring revenue (MRR) across your portfolio of accounts by identifying and realising upsell and growth opportunities;
• Prevent customer and revenue churn by monitoring customer satisfaction levels and taking proactive action to keep customers happy;
• Work closely with the marketing department to acquire case studies, testimonials, reviews and other customer marketing material;
• Maintain an accurate and up to date pipeline of growth forecast and revenue risks;
• Build detailed customer account plans for key strategic accounts, and execute action plans based on them.

About You

• 7+ years’ experience in customer success, sales and/or account management, preferably in a SaaS/subscription-based environment
• Proven experience in owning and exceeding revenue and other metric-based goals
• Excellent interpersonal and relationship management skills, experience working with C-level customer stakeholders
• Ability to work effectively under pressure and to tight deadlines
• Proactive and independent mindset, with the willingness to take the initiative and make decisions with minimal supervision
• A high level of emotional intelligence, with a high-degree of empathy and ability to influence others.

Preferred Experience

• Experience in a fast-paced start-up/scale-up environment
• Good knowledge of financial services and markets
• Experience of digital transformation technologies