Customer Success Manager

This is a fully remote position, open to applicants in Cyprus.

📋 Description

• Manage the relationship with merchants from the moment of contract signing through onboarding, product launch, ongoing support, retention, product adoption, and account development.

• Assume responsibility for merchants after the handover from the Sales team.

• Oversee the onboarding, integration, and launch processes.

• Develop and manage a portfolio of merchants.

• Ensure consistent communication and conduct Quarterly Business Reviews (QBRs).

• Assist in retention efforts and identify potential churn risks.

• Recognize upsell opportunities and new processing requirements.

• Train merchants on utilizing the product dashboard effectively.

• Coordinate incident management and escalations until they are resolved.

• Collaborate closely with teams from Sales, Partnerships, Onboarding, Product, Tech, Finance, Risk, and Compliance.

• Keep CRM records updated with tasks, meeting notes, and next steps.

• Contribute to enhancements in processes and documentation.

• Participate in multiple industry conferences each year.

⛳️ Requirements

• Minimum of 2 years' experience in Customer Success, Account Management, or a similar B2B customer-facing position.

• At least 1 year of experience in payments, fintech, PSP, acquiring, gateway, or orchestration sectors.

• Familiarity with PSP, acquirers, Merchant Identification Numbers (MID), routing, settlements, chargebacks, and approval rates.

• Proficient/native English language skills.

• Comfortable using CRM systems, task management tools, email, and other business communication platforms.

• Willingness to travel within the EU.

• Proficiency in additional European languages is a plus.

• Experience with key accounts is preferred but not essential.

🏝️ Benefits

• EU-based employment contract along with a 3-year Cyprus work visa, with comprehensive support for relocation and visa procedures, including assistance for family members.

• Flights to Limassol for you and your family.

• Company-funded accommodation for the first month.

• Comprehensive relocation assistance.

• Transparent performance evaluations biannually, with opportunities for bonuses and salary adjustments.

• Private medical insurance for you and your family.

• Corporate mobile plan with unlimited usage in Cyprus, including roaming.

• Support for mindfulness and well-being, including psychological assistance with 50% coverage.

• 50% coverage of tuition fees for children attending school and kindergarten.

• Fully covered sports benefits.

• Access to in-house electric scooters and bike rentals.

• Provident fund in Cyprus, co-funded by you and the Company, available after the probation period.

• Opportunities for language courses, conferences, training programs, and coaching.

• Peer recognition program.

• Fully equipped office located in Limassol.

• Complimentary breakfasts.

• Wolt Allowance.

• In-house coffee bar offering high-quality beverages.

• Health bar stocked with nutritious snacks.

• International teams, corporate events, team-building activities, and hackathons.