Customer Success Manager

We're looking for a results-driven Customer Success Manager, ideally with Payments or Fintech experience. You'll be critical in retaining our valued SME customers and ensuring that we maximize customer satisfaction and lifetime value. This is a role for someone who thrives on challenges and is eager to make a real impact on our company's success.

Role Overview

The primary objective of the Customer Success Team is to build relationships with our SME accounts, leading to improved customer lifespan and increased potential of upsell and cross-sell opportunities. Focusing on portfolio growth, customer retention, churn prevention, and customer satisfaction, the Customer Success Manager will be responsible for executing pro-active outbound communications as well as receiving and managing incoming customer sales requests.

What you will do:

1. Contract renewals: Coordinate customer contract renewals and negotiation to maximize customer retention.
2. Upselling of Planet products: Actively upsell products and services to assigned customer base, and identify opportunities to cross-sell new Planet products. Work closely with internal teams to ensure customers are live and transacting within agreed timeframes.
3. Inbound commercial requests: Cover inbound customer calls and requests for commercial and non-operations purposes. Engage with customers before, during, and after the request is successfully executed for that customer.
4. Outbound Commercial campaigns: Execute targeted commercial campaigns (e.g., win-back offers, cross-sell, upsell, etc.) via telephone calls or email campaigns and track customer engagement.
5. Customer relationship management: Take ownership of customer satisfaction within assigned base, covering customer escalations or issues as and when required.
6. Tracking: Record and monitor customer requests diligently in CRM tools to ensure prompt response and resolution.

Who you are:

1. Experience in Customer Success or Customer Support role, ideally from a Payments or Fintech background. Relevant courses/training desired but not required.
2. Commercially oriented, strong analytical skills, and goal-oriented mindset.
3. Strong communication and interpersonal skills.
4. Fluent in English and a second language (German, French, Spanish, Portuguese, Italian), verbal and written.
5. Ability to manage multiple priorities effectively.
6. Passion for building strong customer relationships and fostering customer loyalty.

Competitive salary and benefits package. Opportunity to make a real impact on our business growth. Work in a dynamic and fast-paced environment. Be part of a passionate and collaborative team.

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need. Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

About Us

Company Background

Planet provides integrated software, payment, and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.

Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.

With headquarters in London and around 3,000 expert employees located across six continents, we serve customers in over 120 markets.