Enterprise Customer Success Manager

Gain; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working model

Private medical care

Career development

International exposure

Coaching & feedback culture

Team events & outings

Job summary

Gain is seeking a Customer Success Manager to engage with enterprise customers across Europe and beyond. You will own relationships end-to-end, driving renewals and upsell while ensuring customers achieve their strategic goals with our platform.

You will train clients, gather feedback for product improvement, and collaborate with cross-functional teams to optimize CS processes. English fluency and a proactive, organized mindset are essential for success in this role.

Qualifications

• Minimum 3 years in a client-facing B2B SaaS role within the PE/M&A industry.
• Customer-centric mindset focused on delivering top customer experience.
• Excellent communication with stakeholders across seniorities.
• Fluent English (C1+) required.
• Well organized, proactive and able to work independently.

Responsibilities

• Be the main contact for enterprise customers and own relationships end-to-end.
• Drive renewal and upsell opportunities in collaboration with customers.
• Train and enable customers to maximize value from Gain's platform.
• Gather feedback and translate customer needs into product improvements.
• Leverage CRM and CS tools to ensure a smooth customer journey and monitor CS KPIs.
• Help shape processes and ways of working as the company scales.

Skills

Enterprise SaaS

Client-facing

Relationship management

Upsell & renewals

Stakeholder communication

Self-starter

Private credit experience (adv)

Education

Business/Finance degree

Tools

CRM systems

CS tools

Job description

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. This entails:

• 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 Consultancies. You like to roll up your sleeves and are excited about the tech-enabled future of deal making. Moreover, we are looking for the following:

• 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 clients
• Customer-centric - You have a value-driven customer-first mindset and are keen to deliver top customer experience
• Communication - You communicate effectively with stakeholders of different seniorities within our customer segments and are able to deliver a compelling value story to them
• Private credit experience and understanding is a great advantage
• Languages - You are fluent in English (C1 level or higher)
• Structured - You are well organized and like to plan ahead
• Education - You hold a business or finance university degree from a leading university
• Self-starting - You proactively come up with new ideas and independently drive progress