Customer Success Manager

Fast Spring, Belfast, Northern Ireland, United Kingdom

About the Company: Fast Spring is the world’s leading ecommerce platform for SaaS/Software, gaming, and digital product companies. Our product hosts over 10 million transactions per year, powering sales growth for more than 3,500 companies in over 200 countries, using every major currency. We pride ourselves on being an innovative company with an entrepreneurial culture, growth mindset, global influence, and profitable operations.

We are committed to building an inclusive work environment, and we invest in our employees by helping team members grow and develop professionally. We are developers, technologists, and business professionals who are globally-minded, customer-focused, and driven by constant innovation. Founded in 2005, Fast Spring is a privately owned company headquartered in Santa Barbara with offices in Amsterdam, Austin, Belfast and Halifax.

The Customer Success Manager is the client relationship owner of Fast Spring’s strategic accounts. This is a critical role in providing our clients with an unequaled client experience, and retaining our most valued clients. This requires exceptional customer program management skills. This person builds relationships with external customers, internal resources and manages all elements of the relationship process. In this role, you will manage the customer experience across a specified customer base, meeting agreed‑upon engagement, expansion and retention targets.

You will educate our clients on our product and service offerings, set clear expectations for deliverables, and proactively enable the success of our clients. The CSM has the unique challenge of understanding our customers’ needs and strategic objectives to uncover how Fast Spring can best serve them in achieving their business objectives. At the same time, the CSM is an influencer, connector and coordinator to make sure that we are pulling together the right team, at the right time, and delivering services in a way that our customers trust and rely on.

The CSM will work with executives, and be a client liaison responsible for successful product adoption and overall management of the client relationship. This includes reporting and analytics of revenue tied to client success, client testimonials, client references, and case studies.

• Establish professional relationships with key stakeholders in assigned client accounts.
• Ability to solve customer problems independently as well as with internal or external resources.
• Work closely with sales, customer support and product teams to proactively manage each customer’s success.
• Drive engagement, high participation, and increase feature adoption across all client accounts.
• Develop a deep understanding of clients’ business models, their overall goals, business needs, and advise the customer on how Fast Spring can be part of their solutions.
• Proactively assess, clarify, and validate customer needs on an ongoing basis.
• Represent the clients’ needs and as their “voice” in internal process improvement‑related initiatives.
• Design, develop, and deliver operational reports and analyses, i.e., status of findings, report of unworked opportunities, and projected cost savings/increased revenue that demonstrate product ROI.
• Plan and deliver Quarterly/Executive Business Reviews (Q /EBRs) - including preparation of key account performance insights, success metrics, and strategic recommendations.
• Document, monitor, and audit records of customer interactions and issues, recording details of inquiries, complaints, comments, and all associated internal actions taken and/or information provided.
• Travel to attend face‑to‑face client meetings and present business reviews, as necessary.
• Make our customers successful!

• Minimum of 3 years’ experience in a customer‑facing account management or customer success management role within SaaS and subscription‑based business models.
• GCSE English (Grade B or above) and Mathematics (Grade B or above) – or equivalent evidence of strong mathematical ability.

• Experience in payments,…