Customer Success Manager in Berlin

Mambu is the leading SaaS core banking engine. If you’re a customer of the largest digital bank in the EU, then you’ve probably interacted with our platform and didn't even know it. We are at the heart of what makes digital banks and lenders work - the system that processes banking transactions and updates accounts and other financial records from deposits to loans and credit balances. But we are different. We are not just cloud-native, lean and flexible - we are helping to revolutionise financial services globally. We are in a growth phase and we’ve only just begun.

To help us on our mission, we bring together people with the best skills and attitude. It doesn’t matter where you are from, what matters is the impact you have and your passion to make a difference.

To continue our success story we are looking for a skilled and enthusiastic Customer Success Manager to drive Mambu’s Customer Success Programme for a book of accounts ensuring that agreed Customer Outcomes are met, demonstrate value and high performance - ultimately, making our Customers more successful through doing business with Mambu. The CSM is responsible for developing and executing a customer strategy critical for growth and retention, which requires relationship development across Customer Executives and Senior Level Decision Makers. The role will cultivate a deep understanding of their business needs and identify new business opportunities with the goal of enabling the customer to maximize value from their Mambu investment.  You will be responsible for driving adoption and usage of Mambu at the customer, stakeholder alignment, and risk mitigation by working in unison with sales executives, technical and product experts, and other supporting team members within Mambu. The CSM must be comfortable consulting with enterprise customer team members across the spectrum from system administrators to Chief Technology Officers (CTO) and Chief Executive Officer (CEO).

Your responsibilities will be:

• Build strong customer relationships with practitioners as well as executive sponsors, acting as a trusted advisor for focus accounts
• Accountable for Customer’s overall success with Mambu, including renewals, expansion, customer health, and satisfaction
• Developing individual success plans to ensure Mambu adoption, expansion and advocacy for each of your customers
• Conduct quarterly and executive business reviews
• Maintain regular and appropriate communication and governance with both internal and external executive teams to ensure alignment and transparency
• Working with product management to surface customer requests and help translate customer feedback into product requirements
• Provide updates on Product Roadmap and enhancements
• Build relationships with strategic partners and technology partners
• Making sure our customers get the most out of our product and meet their business needs

You will need to have:

• 7+ years of experience in a customer focussed, account management type of role in Financial Services.
• Recent experience in a business based on Software-as-a-Service (SaaS) products and services
• Proven record of successfully managing long-term relationships with accounts at all organisational levels (C level, IT, Operational)
• Consistent track record of achieving targets and goals, preferably in a sales (farmer) setting
• Proven ability to work across geographic and cultural boundaries, to work with complex customers, involving multiple stakeholders and potential partners/affiliates involved in the ecosystem
• Presentation skills in online and in person setting
• Has handled difficult customers or situations and can demonstrate resolutions
• Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly