Enterprise CSM - Growth & Retention in FinTech

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

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.