As Customer Success Manager at SurePay, you will play a pivotal role in ensuring the satisfaction of our customers. Your responsibilities will include leading implementations, fostering strong client relationships, and providing exceptional support. By building strong relationships and helping our customers to succeed, you'll not only improve their satisfaction, but also drive loyalty and retention, all of which are critical to our long-term success. You will also have the opportunity to drive revenue growth by upselling and cross-selling our services.

If you are a commercially minded Customer Success professional, then this might just be the role for you!

Why work at SurePay?

SurePay is a fintech/regtech SaaS company with a mission to prevent fraud and misdirected payments. Our team of 100+ employees from 30+ nationalities work every day to make payments safer, more secure, and more personal. We're proud of our highly rated company culture and atmosphere, which we work hard to maintain. We work with nearly all banks in the Netherlands and over 300 organizations and are expanding further in the EU.

Our product is widely recognized in the Netherlands and UK through banking apps and our customer portal, with a small green check mark indicating it's safe to move forward with a transfer. Your team sits at the center of SurePay, providing you a dynamic role at the heart of our business.

What you'll do

• Being responsible for the customer success cycle for your customers, from initial onboarding to ongoing support.
• Maintaining a deep understanding of our products and acting as an advocate for client needs regarding new features or improvement of existing features. You will be in touch a lot with our product owners and product managers.
• Translating client feedback into product requirements and partnering with our product team and sales team to continuously improve our services.
• Assisting the sales team by handling RFPs and conducting due diligence questionnaires for clients.
• Proactively identifying and acting on opportunities to upsell or cross-sell services to existing customers.
• Analyzing data to provide valuable insights to customers and other teams.
• Keep learning and helping to improve our company: you are free to pick up projects if you spot opportunities for improvement.

How you'll succeed

• You have 2+ years of previous experience in a client-facing role within a SaaS or tech company.
• You thrive in a collaborative environment, combining a self-starting drive with a team-oriented mindset.
• You have a talent for establishing connections, whether with clients or internal stakeholders.
• You're a critical thinker who likes to challenge ideas and the status quo, often asking "why are we doing things this way?"
• You possess strong commercial acumen, demonstrating proactivity and goal orientation.
• You have strong communication skills in English, both in writing and spoken. Additional EU languages are a plus.

And in return?

Our Customer Success team is critical to our success, and is highly appreciated. You can expect a fulfilling position where you're given freedom, flexibility and autonomy on how you do your job. We have a flat structure where everyone is accessible and approachable. And last but not least, you'll have an awesome team around you who are there to support you and collaborate.

We work hybrid, asking our employees to come to our office in Utrecht at least once a week. We have a good social atmosphere within SurePay, with regular Friday drinks, outings and a fun quarterly meeting where we all come together for a good catch-up. Aside from this we also give:

• A salary between 48-54k depending on your experience, excluding 8% holiday allowance and 8% Personal Benefit Budget that comes on top of this
• MacBook Pro, iPhone and the necessary appliances
• 8% holiday allowance
• 8% personal benefit budget which you could spend on extra holiday days, salary or training
• Travel costs compensation
• 25 holiday days
• Pension plan
• Flexible working hours and hybrid work environment