Customer Success Manager (Enterprise)

Gain; Greater London; Hybrid; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Private medical care

Sport card

Clear development path

Career progression opportunities

Team outings and events

Job summary

Gain is seeking a Customer Success Manager to engage with our PE, M&A Advisors and consultancies across Europe. You will own the relationship end-to-end, drive renewals and upsell, and serve as the voice of the customer to influence product development.

You will manage a robust book of enterprise accounts, work across regions, and help customers realise the value of our platform while collaborating with sales, support and product. Fluent English and 3+ years in B2B SaaS are required.

Qualifications

• 3+ years in a client-facing B2B SaaS role within PE/M&A or related sectors.
• Proven ability to manage enterprise client relationships and drive value.
• Strong communication and stakeholder management across regions.

Responsibilities

• Own the end-to-end enterprise relationships across Europe.
• Drive renewals and upsell opportunities with strategic partners.
• Act as the voice of the customer to influence product and roadmap.
• Collaborate with Sales, Support and Product to ensure customer success.
• Promote a customer-first culture and strong satisfaction metrics.

Skills

Client-facing

B2B SaaS

English fluency

Education

Business/Finance degree

Tools

CRM systems

CS tools

Job description

• Until now, our team delight our customer base of >150 PE investors, Investments Banks and Consultancies across Europe with tremendous success. We have a track record of an NPS of >70, a net renewal rate of >120% and a CSAT of 100%
• To serve our over 4,000 users in the best way across Europe and beyond, we are looking for a Customer Success Manager to engage with our customers and support them on all matters related to our platform. You now have the unique chance to be part of our growth story and join at this early stage offering you an accelerated development opportunity
• You will be the backbone of our European growth strategy, supporting our Customer Success team across regions. As a Customer Success Manager, you will work independently and hold a strong book of accounts across Europe
• Building lasting customer relationships – You are the key contact person for our (enterprise) customers, own the relationship end-to-end and become their true strategic partner. You leverage your knowledge of the M&A industry effectively to drive outcomes with customers
• Ensuring customer success – You delight our customers by ensuring that Gain supports them in achieving their strategic goals and training them on how our solution fits their use cases
• Being the voice of the customer - You gather and structure intel and feedback from customers that is used by the entire organization to improve our product and develop new features
• Driving renewal and upsell – You are a strategic partner for our clients to grow together and proactively identify relevant expansions to better serve their needs
• Using digital tools in your daily work – You efficiently leverage tools like our CRM system and CS tools to ensure a smooth user experience and proactively act upon relevant CS KPIs
• Optimizing our ways of working – You can actively shape our processes and structures as we grow and drive the future of Customer Success at Gain

Benefits

• High-growth fintech scale-up with an international footprint
• Flexibility to leeway around exam periods or deadlines
• Hybrid working model, with flexible access to our Warsaw office
• Clear development path supported by lots of coaching and a feedback-driven approach
• Unmatched learning and career preparation opportunities for private equity, investment banking or consulting
• Culture of trust, ownership and standard of excellence
• Fun working atmosphere with company-wide outings and events
• Private medical care and sport card

We are looking for someone who is passionate about supporting and exciting our customer group of PEs, M&A Advisors and ConsultanciesYou like to roll up your sleeves and are excited about the tech-enabled future of deal makingRelevant experience – You have excelled in a client-facing B2B Saas role in the PE/M&A industry for at least 3 years, including building and nurturing relationships with enterprise clientsEducation – You hold a business or finance university degree from a leading universitySelf-starting – You proactively come up with new ideas and independently drive progressLanguages – You are fluent in English (C1 level or higher)Structured – You are well organized and like to plan aheadCustomer-centric – You have a value-driven customer-first mindset and are keen to deliver top customer experienceCommunication – You communicate effectively with stakeholders of different seniorities within our customer segments and are able to deliver a compelling value story to them