Customer Success Manager (EMEA)

• Analyze data and gather insights to identify trends, patterns, and opportunities for enhancing functionality and user experience
• Participate in customer meetings to identify customer requirements and pain points to scope new features and improvements
• Participate in customer channels to announce new features, identify issues, keep customers updated regarding their queries and ensure a positive customer experience
• Work closely with stakeholders to gather requirements, prioritize feature enhancements, and translate customer needs into actionable product requirements
• Assist in creating comprehensive documentation, training materials, and product guides to facilitate seamless onboarding and usage of the product
• Conduct periodic check-in meetings with customers and guide them through the product to ensure better understanding and ease of use
• Identify process gaps and propose innovative solutions to optimize operational efficiency and effectiveness
• Contribute to the overall operational excellence of the product by streamlining workflows and implementing best practices
• Collaborate with engineering teams to drive product enhancements, bug fixes, and ensure timely delivery of product updates
• Monitor key performance indicators (KPIs) to assess the success and impact of product operations, making data-driven recommendations for improvement
• Continuously evaluate user feedback, conduct user research, and incorporate insights to enhance the product’s usability and customer satisfaction

1-3 years of experience as a Customer Success Manager or a similar role

Demonstrated ability to work independently, take ownership of tasks, and meet deadlines consistently

The candidate must be based in London and authorized to work in London without sponsorship. Please note that visa sponsorship is not supported

Travel flexibility for customer meetings or team gatherings, as needed

Continuous learning mindset, keeping up with industry trends and best practices in product operations and management

Proficiency in using data analysis tools and techniques to identify trends, patterns, and opportunities for optimizing product operations

Excellent written and verbal communication skills in English are essential for effective customer interactions

Knowledge of product management frameworks and methodologies is desirable

This is a hybrid position where you will work remotely on Monday and Friday

Familiarity with project management tools and software for planning, tracking, and collaborating on projects

Familiarity with product lifecycle management principles and methodologies

Experience working with cross-functional teams, such as product management, engineering, marketing, and customer support

Understanding of anti-fraud, anti-money laundering, or compliance domains

Previous experience in a product-focused role within the fintech industry

Ability to communicate effectively with internal stakeholders and customers to understand their needs and translate them into product requirements

Understanding of financial data security and privacy regulations, such as GDPR or PCI-DSS

Familiarity with risk management principles and methodologies, specifically related to product operations

Understanding of sanctions screening processes and familiarity with industry-standard sanction lists

Familiarity with customer support systems and workflows to ensure smooth integration of product operations with customer service processes

Knowledge of data privacy regulations and practices related to handling sensitive financial information

Experience with implementing and optimizing key performance indicators (KPIs) to measure the success and impact of product operations

Ability to stay updated with industry trends and advancements in fintech, product management, and operational excellence

You will need to be self-motivated and able to work independently with minimal supervision

If you are highly driven, enthusiastic, and seeking an exciting opportunity to join an early-stage startup, we want to hear from you