Customer Success Manager - German Speaker

Planet; Madrid; Presencial; EUR 40.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model, three days a week in the office

Descripción de la vacante

Planet, located in Madrid, is looking for a Customer Success Manager to build customer relationships and enhance satisfaction. This role focuses on upselling, contract renewals, and managing customer requests while ensuring communication and relationship management.

The ideal candidate has experience in Customer Success or Support, strong commercial orientation, and is fluent in English and another language. The position supports a hybrid work model with three days a week in the office.

Formación

• Experience in Customer Success or Customer Support role, ideally in Payments or Fintech.
• Ability to manage multiple priorities effectively.
• Passion for building strong customer relationships.

Responsabilidades

• Coordinate customer contract renewals and negotiate for retention.
• Actively upsell Planet products to assigned customer base.
• Cover inbound customer calls and requests.
• Execute targeted commercial campaigns via calls or emails.
• Take ownership of customer satisfaction and manage issues.
• Record and monitor customer requests in CRM tools.

Conocimientos

Customer Success experience

Strong analytical skills

Communication skills

Fluent in English and second language

Commercially oriented

Descripción del empleo

About Planet

Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.

Role Overview

The primary objective of the Customer Success Team is to build relationships with our SME accounts, leading to improved customer lifespan and increased potential of upsell and cross-sell opportunities. Focusing on portfolio growth, customer retention, churn prevention and customer satisfaction, the Customer Success Manager will be responsible for executing proactive outbound communications as well as receiving and managing incoming customer sales requests.

What You Will Do

• Contract renewals: coordinate customer contract renewals and negotiate to maximise customer retention.
• Upselling of Planet products: actively upsell products and services to assigned customer base, and identify opportunities to cross-sell new Planet products. Work closely with internal teams to ensure customers are live and transacting within agreed timeframes.
• Inbound commercial requests: cover inbound customer calls and requests for commercial and non-operations purposes. Engage with customers before, during, and after the request is successfully executed for that customer.
• Outbound commercial campaigns: execute targeted commercial campaigns (e.g., win-back offers, cross-sell, upsell, etc.) via telephone calls or email campaigns and track customer engagement.
• Customer relationship management: take ownership of customer satisfaction within the assigned base, covering customer escalations or issues as and when required.
• Tracking: record and monitor customer requests diligently in CRM tools to ensure prompt response and resolution.

Who You Are

• Experience in Customer Success or Customer Support role, ideally from a Payments or Fintech background. Relevant courses / training desired but not required.
• Commercially oriented, strong analytical skills and goal-oriented mindset.
• Strong communication and interpersonal skills.
• Fluent in English and a second language (French, Spanish, Portuguese, Italian preferred), verbal and written.
• Ability to manage multiple priorities effectively.
• Passion for building strong customer relationships and fostering customer loyalty.

Equal Opportunity & Accommodations

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need. Reasonable accommodations may be made in order to allow an individual to perform the essential functions of this role successfully.

Benefits

We embrace a hybrid work model, with three days a week in the office.