Senior Customer Success Manager

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

📋 Description

• Oversee the daily management of Cashwave’s Tier 1 client accounts, ensuring exceptional customer satisfaction.

• Spearhead the growth strategy for existing accounts while cultivating robust, long-lasting relationships with high-level executives and decision-makers.

• Lead the negotiation, drafting, and renewal of customer contracts.

• Engage in upselling, cross-selling, and renewing accounts for top clients, fostering a growth-oriented mindset.

• Develop and implement a clear growth plan for all accounts, continuously refining and enhancing it as required.

• Analyze and comprehend the organizational structure of client companies to ensure strategic partnerships are maintained across all areas, maximizing our "deep roots" within each account.

• Act as a strategic partner to all customers you manage directly and indirectly.

• Gain expertise in our company messaging and engage in senior-level discussions regarding the benefits and impacts of global strategies, including showcasing results achieved and sharing success stories related to other Cashwave client services.

• Function in a highly visible, client-facing role that demands excellent oral and written communication abilities.

• Foster, develop, and maintain relationships between accounts and the internal executive team.

• Optimize the success of all accounts.

• Consistently embody Cashwave’s core values and serve as a true role model for the team.

• Maintain in-depth knowledge of Cashwave’s products and services.

• Collaborate with the Catalogue Management team to deliver after-sales support.

• Assist the Operations Services Manager in generating regular reports, customized forecasts, and sales presentations.

• Lead the preparations for Cashwave’s participation in industry conferences and events.

• Partner with the Marketing team to coordinate the creation and distribution of monthly newsletters, tailored emails, and marketing materials for conferences and events.

⛳️ Requirements

• Professional proficiency in written and spoken English, with outstanding communication skills.

• More than 3 years of professional experience managing multi-million Euro accounts, ideally in Customer Success, Account Management, Client Services, and/or Business Development, preferably within the gift card or payments sectors.

• Proven record of a client-first approach to Customer Success.

• Previous experience managing a CRM or customer/client database.

• Proactive mindset and a positive attitude.

• Highly organized, focused, and attentive to detail.

• Ability to prioritize tasks and manage time efficiently.

• Self-motivated individual eager to work in a fast-paced, international, entrepreneurial environment.

• Proficient in Microsoft communication tools, particularly Excel.

🏝️ Benefits

• Partial remote work options available after the initial onboarding period, which emphasizes in-person interaction for complete integration.

• Flexible benefits and healthcare insurance.

• A flat company structure within a diverse, international team.