Customer Success Manager - French Speaking

Fourthline; Barcelona; On-site; EUR 90,000 - 130,000; Full time

Job summary

Fourthline is seeking a Senior Customer Success Manager to own strategic, enterprise客户 relationships across Europe. You will drive adoption, retention, and expansion, acting as a voice of the customer and collaborating with Solutions Engineering, Delivery, Product, Legal, and Compliance teams to ensure a seamless customer experience.

You will lead account plans, conduct QBRs/EBRs with executives, and champion improvements in CS processes while pursuing upsell opportunities and renewals.

Qualifications

• 7-10 years in customer-facing roles such as account management, sales, or customer success management.
• Experience in financial services and/or Risk & Compliance industries (FinTech/RegTech experience is a big plus).
• Solid understanding of SaaS technology and deployment.
• Willingness to travel to customers within the EU.

Responsibilities

• Collaborate with customers to ensure successful adoption, retention, expansion, advocacy, and overall satisfaction of Fourthline’s service offering.
• Act as a trusted advisor to our customers, collaborating with internal teams to maximize the value delivered to customers.
• Proactively address customer needs and serve as the primary contact for escalated issues.
• Conduct quarterly business reviews and executive reviews with senior management to align objectives.
• Deliver product roadmap updates and gather customer feedback for strategic decisions.
• Drive renewals and identify upsell/cross-sell opportunities within strategic accounts.
• Develop and share best practices for customer growth and scalable operations.

Skills

English fluency

French fluency

Spanish a plus

Job description

At Fourthline, our mission is to fight financial crime. We help protect the global financial system by verifying millions of identities for banks, neobanks, online brokers, crypto exchanges, and insurers like N26, Trade Republic, flatexDEGIRO, Nationale Nederlanden, Qonto, Shine, Solarisbank, and more.

Having started our journey in January 2018, we're incredibly proud to count around 250 employees between our Amsterdam and Barcelona offices with over 50 nationalities.

About The Role

As a Senior Customer Success Manager at Fourthline, your focus will be on our strategic and enterprise customers, where your key responsibilities involve ensuring customer retention, driving product adoption and generating and closing up-and cross sell opportunities. You will embody the authentic voice of the customer, comprehending and championing their business needs. Your role is pivotal in translating these insights back into the organization to craft the optimal customer experience. On a day to day basis, you will collaborate with our broader commercial department, Solutions Engineering, Customer Operations, Delivery Managers, Product Managers, Legal, Compliance and other internal stakeholders and take the lead in ensuring a smooth collaboration across these various departments.

Our Customer Success Managers consistently prioritize customer needs, proactively identifying up-sell opportunities, and expertly navigating cross-departmental projects and regulatory complexity. Despite these demanding responsibilities, they still manage to unwind and share a (virtual) cold drink with the team on Friday afternoons. If this resonates with you, you'll find yourself in excellent company.

Responsibilities

• Collaborate with customers to ensure successful adoption, retention, expansion, advocacy, and overall satisfaction of Fourthline’s service offering.
  • Act as a trusted advisor to our customers, collaborating with internal teams to maximize the value delivered to customers.
  • Make sure that your accounts become advocates of the relationship, leading to the creation of case studies, references, and referrals.
  • Proactively address and resolve customer needs and serve as the primary contact for escalated customer issues
• Thoroughly investigate account requirements, growth opportunities, and upsell potential on an ongoing basis and create and execute account/success plans to drive customer success.
  • Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with senior management and other senior stakeholders of strategic accounts to assess their needs, to align with strategic directions and setting future strategic objectives.
  • Deliver detailed presentations of the product roadmap to customers, keeping them well-informed about pertinent new features and enhancements.
  • Serve as a bridge between customers and the Product team, representing customer feedback in strategic and product decision-making.
  • Monitor and enhance the overall health status of each customer relationship.
• Drive the (re)negotiation of contract renewals with strategic accounts in close collaboration with Legal and other internal stakeholders.
• Identify upselling and cross-selling opportunities within existing accounts and driving and closing commercial negotiations around these opportunities.
• Develop and implement best practices for customer growth, ensuring sustained success.
  • Continually seek ways to optimize internal processes for efficient and scalable operations as our customer base expands.
  • Improve processes within Customer Success at Fourthline, by sharing valuable experiences that you’ve gained elsewhere.
  • Work with-and coach more junior members of the wider Customer Success Team and help them become more effective

Background & Experience

• Highly proficient in English and French (written and spoken); additional language skills are a plus (including but not limited to Dutch, German, Spanish, Italian)
• 7 - 10 years of experience in customer-facing roles such as account management, sales, or customer success management.
• Experience in financial services and/or Risk & Compliance industries (FinTech/RegTech experience big plus).
• Solid understanding of (deployment and operating of) SaaS technology.
• Demonstrated track record of collaborating with enterprise customers (preferably in the financial services industry), resulting in increased satisfaction, adoption, retention, and advocacy.
• Proven track-record in successfully attaining commercial target around upsell, cross sell and renewal.

About You

• Motivated and energetic self-starter.
• Agile and adaptable to working in a fast-paced environment, where there’s paved roads, and ones you pave yourself.
• Ability to cultivate robust customer relationships, manage expectations effectively, and adeptly solve problems.
• Be able and be confident to communicate effectively with individuals at all levels; from C-level executives to software developers.
• Competence in presenting, communicating, and collaborating with internal teams.
• Exceptionally strong analytical skills, utilizing data to drive adoption, identify opportunities, and assess risks, with a proven ability to resolve customer issues.
• Excellent verbal and written communication skills, coupled with outstanding presentation skills.
• Willing and available to travel to customers within EU to meet face to face.

At Fourthline, we believe diversity enriches our culture and inspires you to do your best work. We value your unique talents and perspectives, welcoming them into a safe and inclusive working environment, to ultimately deliver the best products to our customers and society. You're welcome here. Fourthline is for everyone.

Our hiring process is designed to be equal, fair, and transparent. We welcome people from all backgrounds, ethnicities, genders, sexual orientations, ages, abilities, religions, and experiences in life.