Customer Success Manager

Zebedee; London; Remote; GBP 55,000 - 85,000; Full time

Job summary

A leading company in the fintech space is seeking a Customer Success Manager to drive the onboarding of developer partners onto their platform. This role involves managing customer relationships, improving onboarding processes, and ensuring a high level of service. Ideal candidates will have extensive experience in customer success for technical products, particularly within the mobile games and fintech sectors.

Qualifications

• 7+ years work experience as a Customer Success Manager or similar role.
• 5+ years experience in services supporting the mobile games industry.
• 3+ years experience with FinTech/Payments solutions preferred.

Responsibilities

• Onboard and support developer partners on the ZBD platform.
• Collaborate with business development to integrate SDK/API.
• Establish strong relationships with developers to improve onboarding.

Skills

Customer Success Management

Technical Product Knowledge

Communication

Relationship Building

Problem Solving

Tools

HubSpot

Intercom

SQL

Job description

Customer Success Manager

Department: Business Development

Employment Type: Full Time

Location: Remote

Description

The ZBD app lets users jump into a universe of games and apps, connect with friends and earn Bitcoin while having fun. ZBD also empowers developers to embed bitcoin payments into video games and applications, such as podcasting and music streaming. ZBD’s unique proposition enables these partner developers to better monetise their games and apps by allowing users to receive micro-rewards for actions taken in the game or app. ZBD provides this functionality by leveraging Bitcoin and the Lightning Network protocol.

The business comprises over 70 employees - across business development, marketing, compliance, operations, technology, customer success and customer support - from Los Angeles to New York, London, Amsterdam and São Paulo.

ZBD is a fully remote company. We hire, retain and develop the best talent from around the world, wherever s/he/they may choose to live. As a result, every member of the ZBD team must demonstrate an ability to work independently and thrive in a remote environment.

Come join us!

ZBD is in search of a Customer Success Manager to onboard and support the next wave of developer partners onto the ZBD platform. This individual will run point on managing customer relationships and play a crucial role in ensuring that ZBD’s customers are provided with the right service levels, are quickly onboarded and integrated so that they and their users can start leveraging ZBD’s services. This individual will start as an individual contributor with runway to grow into a leadership capacity as the B2B function grows within the company.

The core responsibilities of this role will include closely collaborating with business development team to help onboard developers as they transition from sales prospects to existing clients integrating the SDK/API, bringing proactive ideas/recommendations to improve developer performance, and selling in additional solutions or services. This is a highly cross-functional position that will act as the bridge between ZBD’s customers and teams, meaning being the main representative of ZBD when talking to customers and representing the customer when talking to internal teams, including business development, compliance, product and engineering. Ultimately, this individual will become a trusted advisor to ZBD’s entire developer portfolio.

Key Responsibilities

• Help scale ZBD’s B2B function. As ZBD is at the growth stage, we are working on scaling the B2B function and specifically Customer Success function. This individual will significantly contribute to that in order to enable us developing a world-class Customer function within the business.
• Develop a clear understanding of the current developer onboarding journey and the challenges that developers face throughout. Once this understanding is developed, create a strategy for improving the onboarding flow and experience for our customers - reducing time for developers and ZBD resource requirements.
• Establish strong working relationships with each developer and key stakeholders within their organizations to decrease time to go live for each customer. Tailor materials and onboarding approach to align with the each developer’s business model, team, and overall needs to onboard successfully to the platform.
• Assist in creating resources and materials to aid developers with onboarding to the ZBD API and SDK, and new products/services that become available.
• Promote the value of ZBD in all interactions with developer partners ensuring partners leverage the full capability of ZBD’s proposition.
• Sell additional services and solutions that ZBD offers to improve the developers’ experience and performance on the platform.
• Be the face of ZBD with customers and the first line of support in assessing issues/bugs that customers face and either resolve or escalate to teams internally. Identify ways to strategically address those issues, e.g. working with internal teams to resolve the issues and develop help guides if applicable, as well as communicate effectively with the customer during this process. This individual will need to continuously reinforce the ZBD brand with each interaction.
• Review customer complaints and concerns and seek to improve the customer experience through collaboration with cross-functional teams within ZBD.
• Establish a regular metrics driven reporting structure all levels of the organization have a clear view on the current state of all developer partners.
• Establish a strategic mid and long-term plans for the every top tier client on how to scale them even further.
• Prioritise and communicate relevant updates and announcements to customers (for example: Product updates, New product launches, Events attendance etc).
• Work and communicate effectively with all internal teams to drive product decisions, resource allocations and commercial strategies based on the feedback from existing clients.

Skills, Knowledge and Expertise

• 7+ years work experience as a Customer Success Manager or similar role for a technical product/solution.
• 5+ years experience in the services supporting the mobile games industry.
• Ideally, 3+ years experience with FinTech/Payments solutions.
• Technical skills required, as they relate to the use of the API’s, SDKs and embedded payments tools.
• Experience working with CRM (HubSpot) and customer support ticketing (Intercom) tools.
• Functional understanding of SQL with the ability to leverage data visualization tools.
• Exceptional ability to communicate and foster positive business relationships with executive stakeholders as well as day-to-day contacts both internally and externally.
• High degree of accountability and personal organization to effectively balance short and long-term goals.
• Experience in managing a diverse team and training each according to company standards.
• Experience in a growth stage startup.