Customer Success Manager

SEON; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Join a dynamic team at a rapidly growing fraud prevention company, where your role as a Customer Success Manager will be pivotal in enhancing client relationships and ensuring their success. You'll have the opportunity to work closely with various teams, driving customer satisfaction and contributing to a safer internet. This role offers a unique blend of challenges and rewards, allowing you to make a significant impact while enjoying a flexible work environment and generous perks. If you're passionate about customer success and have a knack for building strong relationships, this could be the perfect opportunity for you!

Benefits

Employee stock ownership plan (ESOP)

Flexible hours

Generous Holiday allowance

Learning and development opportunities

Private health insurance

Complimentary weekly language courses

Enhanced Parental leave

Monthly company breakfast

Weekly Lunch allowance

60-day remote work option

Qualifications

• 2-3 years in customer success or account management roles.
• Experience in the Fraud industry is essential.
• Strong communication and organizational skills.

Responsibilities

• Manage a diverse portfolio of customers and address their requests.
• Conduct QBRs to showcase solution value and ensure alignment.
• Collaborate with account management to drive revenue growth.

Skills

Customer Success Management

Communication Skills

Organizational Skills

CRM Tools (HubSpot, Salesforce)

Interpersonal Skills

Fraud Industry Experience

Education

Bachelor's Degree

Tools

HubSpot

Salesforce

Job description

Are you a champion Customer Success Manager? Help us boost the SEON rocketship as we assemble our super team of fraud-fighting heroes.

As the name suggests, our team is all about customer success. We strive to make our customer lives as easy as possible and guide them through the use of our anti-fraud tools, from onboarding to setting up risk rules, from optimisation to sharing their feedback with developers. It’s a fascinating, cooperative position where we regularly interact with Sales, Engineering, Product, Onboarding and Support.

We're in for a crazy ride, and that's why we need bold and talented individuals who will own these key areas. Who will make an impact on the Front Office field - ultimately, these translate not only to a business bottom line but to making the internet a safer space for everyone - whether business or consumer.

What you'll do:

• Manage a diverse portfolio of customers across various industries and geographies, addressing client requests and issues while providing assistance with industry-related questions.
• Conduct QBRs with customers to showcase the value of our solutions, discuss strategic goals, and ensure alignment on future initiatives. These reviews are essential for maintaining strong customer relationships and driving continuous value.
• Collaborate with the account management team to drive revenue growth, focusing on increasing Net Dollar Retention through effective upsell and cross-sell strategies.
• Proactively inform customers about product enhancements and new features and collect customer feedback to provide valuable insights to the product team and internal stakeholders.
• Support the Head of Customer Success in initiatives aimed at optimising customer success workflows, ensuring a more effective and scalable approach to customer management.
• Demonstrate a proactive attitude and willingness to take on necessary tasks, understanding the dynamic and fast-paced nature of a software startup.
• Identify any risks to customer health, proactively mitigate potential issues, and escalate concerns when necessary to protect the customer base from churn.

What you will bring:

• 2-3 years of experience in customer success, account management, or a similar customer-facing role.
• You must have experience working within a Fraud industry.
• Exceptional communication and interpersonal skills, with excellent verbal and written abilities.
• Strong organisational skills, especially as it relates to tracking within a CRM tool (HubSpot, Salesforce, etc.).
• Proven experience in working cross-functionally with internal teams to drive customer success and achieve business goals.
• A positive and collaborative attitude, with a strong focus on teamwork and customer satisfaction.

What we offer:

• Employee stock ownership plan (ESOP)
• Flexible hours
• Generous Holiday allowance
• Access to significant opportunities for learning and development
• Private health insurance including dependants (inc. employee assistance & mental health support)
• Complimentary weekly language courses
• Enhanced Parental leave
• Monthly company breakfast and weekly Lunch allowance
• 'Work from anywhere' 60-day remote work

What's next:

Sounds good? Great, we can’t wait to hear from you! Want to learn more about what it’s like to work at SEON first? Here you go!

About SEON

The SEON journey has been unstoppable. 50 months in, and we have grown from 2 to 200+ SEON Fraud Fighters across Budapest, London, Austin, and Jakarta. We are on a mission to create a Fraud Free World. We raised a record-breaking segment Series B in April 2022, and we were featured in TechCrunch as the largest B round for Hungary and are now recognized as the World’s quickest-growing fraud prevention company. We are proud to continue to grow at pace, both in terms of helping the best online businesses and democratizing fraud-fighting!