Summary

As a Customer Success Manager, you will be responsible for building and managing long-term relationships with our VIP B2C customers, as well as horizon scanning a wider customer base to develop potential opportunities into successful long-term growth. You will work closely with our Operations & Product teams to support Bitpandas strategic aspirations with accountability for customer satisfaction, adoption, retention, experience and growth. You'll be service-driven and know what's best for the customer while remaining commercially aware of the business needs and licensing regulatory requirements.

What youll do 

• Provide unrivaled Customer Success Management by building strong relationships while focusing on delivering both customer and business outcomes. 
• Leverage our data and insight, horizon scanning to intervene at critical moments in the customer journey. Proactively manage and improve customer and business KPIs for your accounts, such as trade activity, deposits, withdrawals, product adoption, CLTV, NPS, CSAT to identify trends and increase the share of customers' wallets.
• Build, maintain, and execute customer success plans working closely with internal stakeholders. Provide feedback to the Product and Marketing teams to ensure we remain competitive within the market, whilst personally managing complaints and escalations.
• Comprehensive knowledge of brand, site, promos and rewards. Maintain a level of commercial and industry awareness while ensuring the company meets all responsible standards.
• Attend and host events, representing the company in the highest possible regard, ensuring player satisfaction and post-event follow-up to realise ROI.

Who you are 

• Hold a strong profile as a proven Customer Success Manager, Digital Customer Success Manager, Account/Relationship Manager, Sales Manager or equivalent who is passionate about the customer, the product and your peers.
• Demonstrate an understanding of business and customer KPIs with a track record of delivering value against those while being able to draw on strong analytical skills, ability to convert data to actionable insight, success plans and deliverables.
• Ability to lead from within and create momentum and engagement to take actions to deliver customer/business results while building internal and external relationships. Work independently, take appropriate responsibility for actions and make sensitive decisions. 
• Native-like German speaker with fluency in English. Ability to communicate in a clear, engaging and professional manner. Other languages are a plus.

Skills

• Clear communication
• Customer Relationship Management (CRM)