Mangopay’s mission is to power the payment infrastructure and payment operations of the world's biggest and most exciting marketplaces & platforms.

We empower all marketplaces and platforms by providing them with powerful and flexible payment and regulatory solutions. Since 2013, we have accelerated the success of some of the biggest names in e-commerce, retail, and cutting-edge platforms like Vinted, Rakuten, Chrono24, La Redoute, Wallapop and 2,500 + more.

Our team of over 400 talents is spread across Europe, with main offices in Paris and Luxembourg. Marketplaces and fintechs are thriving and we are looking for outstanding profiles to tackle some of the most ambitious challenges in our field and contribute to our robust growth. We are proud of our diversity and are committed to employee well-being, inclusion and equal opportunity. Working at Mangopay means joining a dynamic, flexible and fast-growing organization.

Mission

Dedicated to enterprises (>40M TPV) and jumbo (>500M TPV) accounts already ramped-up and in run phase the mission of the CSM is to unleash the growth of our back-book to maximize our customer lifetime value (CLV). Maximizing our existing clients revenues imply to have an organized, data driven offensive approach. This implies mastering the core account management skills (prevent churn, identify low/top performing clients, constantly monitor and propose plans to optimize quality of service) while building a proactive upsells and cross-sell strategy to the CSM’s portfolio.

Job Description

As a CSM, you will be responsible for the growth of your portfolio and thus be in charge of providing technical expertise and support to your portfolio of clients as well as proactively increasing the CLV through upsells and cross sells . The Customer Success manager proactively builds clear advice, supports our customers in their growth and ensures that they are satisfied with our solution. You will work closely with the client to understand their payment requirements and recommend solutions that best meet their needs. You will also collaborate with our product and engineering teams to ensure that our payment solutions are up-to-date and aligned with industry standards. You will proactively build the strategy to maximize revenue of your portfolio and thus increase your customers lifetime value through upsells, cross-sells.

What will you be responsible for?

• Building long-term sustainable relationship with your portfolio of clients
• Understanding levers for each of your clients to increase CLV through upsells, cross-sells and optimization of quality of services
• Being also the technical expert of our Products and their implementation/integration into clients’ environment
• Understanding client payment requirements and recommend solutions that meet their needs
• Working very closely with the client tech teams to drive the optimization our product
• Working closely with the product and engineering teams to ensure that our solutions are aligned with industry standards
• Participating in product development and providing feedback on new features and functionalities
• Generating revenue through pricing negotiation, upsells and cross-sells
• Cultivating a trustful, long-lasting and positive client experiences with Csat and /NPS targets

What do we expect from you?

• Previous experience working as an account manager within the e-commerce or marketplace industry
• At least 5 to 7 years of experience in a technical sales or customer success role, preferably in the payment industry
• Solid programming skills to be able to create automation
• Strong technical skills, including experience with APIs, SDKs, and payment methods
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams
• Solid understand in programming stacks and reference architectures
• Very comfortable conducting tech discussions with customers covering tech aspects of the product
• You are a creative problem solver, analytical and know how to anticipate and adapt
• You have a sales mindset and are proactive, curious, rigorous, responsive
• Fluent in English obligatory, other languages are a plus

Recruitment process

• Video-call - HR interview
• Video-call with the VP Customer success
• Case Study and Debrief with the VP Customer Success
• Video-call with the Chief Growth Officer
• Offer!

We care about equal employment opportunities, so all qualified applicants will receive equal consideration regardless of their race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.