As Customer Success Manager at SurePay, you will play a pivotal role in ensuring the satisfaction of our customers. Your responsibilities will include leading implementations, fostering strong client relationships, and providing exceptional support. By building strong relationships and helping our customers to succeed, you’ll not only improve their satisfaction, but also drive loyalty and retention, all of which are critical to our long-term success. You will also have the opportunity to drive revenue growth by upselling and cross-selling our services.
We are looking for two new Customer Success Managers in our team; one will be focusing on corporate clients and the other on banks. If you are a commercially minded Customer Success professional, then this might just be the role for you!
Why work at SurePay?
SurePay is a fintech/regtech SaaS company with a mission to prevent fraud and misdirected payments. Our team of 70 employees from 20+ nationalities work every day to make payments safer, more secure, and more personal. We're proud of our highly rated company culture and atmosphere, which we work hard to maintain. We work with nearly all banks in the Netherlands and over 300 organizations and are expanding further in the EU.
Our product is widely recognized in the Netherlands and UK through banking apps and our customer portal, with a small green check mark indicating it’s safe to move forward with a transfer. Your team sits at the center of SurePay, providing you a dynamic role at the heart of our business.
What you’ll do
- Being responsible for the customer success cycle for your customers, from initial onboarding to ongoing support.
- Maintaining a deep understanding of our products and acting as an advocate for client needs regarding new features or improvement of existing features. You will be in touch a lot with our product owners and product managers.
- Translating client feedback into product requirements and partnering with our product team and sales team to continuously improve our services.
- Assisting the sales team by handling RFPs and conducting due diligence questionnaires for clients.
- Proactively identifying and acting on opportunities to upsell or cross-sell services to existing customers.
- Analyzing data to provide valuable insights to customers and other teams.
- Keep learning and helping to improve our company: you are free to pick up projects if you spot opportunities for improvement.
How you’ll succeed
- You have 0-3 years of previous experience in a client-facing role within a SaaS or tech company.
- You thrive in a collaborative environment, combining a self-starting drive with a team-oriented mindset.
- You have a talent for establishing connections, whether with clients or internal stakeholders.
- You're a critical thinker who likes to challenge ideas and the status quo, often asking "why are we doing things this way?"
- You possess strong commercial acumen, demonstrating proactivity and goal orientation.
- You have strong communication skills in Dutch and English, both in writing and spoken. Additional EU languages are a plus.
And in return?
Our Customer Success team is critical to our success, and is highly appreciated. You can expect a fulfilling position where you’re given freedom, flexibility and autonomy on how you do your job. We have a flat structure where everyone is accessible and approachable. And last but not least, you’ll have an awesome team around you who are there to support you and collaborate.
We work hybrid, asking our employees to come to our office in Utrecht at least once a week. We have a good social atmosphere within SurePay, with regular Friday drinks, outings and a fun quarterly meeting where we all come together for a good catch-up. Aside from this we also give:
- 25 holiday days
- 8% personal benefit budget which you can spend on extra holiday days, training or take it as additional money
- Work travel expenses (NS Business Card)
- Unlimited drinks and fresh fruit at the office
- A great company culture
- A pension plan to take care of you later
- A salary between 48-54k depending on your experience, excluding 8% holiday allowance and 8% Personal Benefit Budget that comes on top of this
- Apple hardware needed for your job (Macbook Pro, iPhone etc).
About SurePay
- Founded in 2016
- ± 65 employees
- 20+ nationalities
- 1 office
- Flat organisation
- (Business) Casual
- Average age: 36
SurePay makes payments easier, more personal and even more secure. We are a fast-growing FinTech SaaS company and have secured our Series A funding in September 2021. SurePay stems from an innovation program of Rabobank, started in July 2016 and has been an independent BV since the beginning of 2020. SurePay is being backed by three leading investors, Rabo Frontier Ventures, Connected Capital and Iris Capital.
As we continue to evolve and grow, we're working hard to scale further in Europe while continuing to build our talented and driven team. Currently, we're working according to agile methodologies with 5 scrum teams and a business team made up of various disciplines.
You might know us from our leading product, the IBAN-Name Check, also known internationally as Confirmation of Payee. It's used by millions of people on a daily basis and is incorporated into payment platforms of banks, corporates and governmental bodies throughout the Netherlands and the UK. We recently also connected to France, meaning we have started providing cross-border checks. We are planning to continue expanding within Europe, bringing our mission of preventing fraud and misdirected payments. Not only are we entering new markets, but also growing our services and product offering through continuous innovation.
SurePay's core values are; We Care, Build Together, Think Forward and Be Responsible. These core values are the driver's of our culture and can be seen as guidelines on our beliefs and behaviour. It defines what we find important as a company and the way we work together everyday.
- We Care: We are a supportive employer and understand that health, family and safety is what really matters. We care about our employees, customers, partners and end-users. Therefore we value creating a safe workspace where everybody can be their authentic self and where we, together, work on the same mission to provide safer payments.
- Build Together: We believe in teamwork and strive towards the best results together with employees and customers. Our diversity, both personal and professional, is one of our key strengths.
- Think Forward: We are frontrunners and are on top of our game. Our customers can rely on innovative solutions to service their current and future needs. With a problem solving mindset, we anticipate challenges and adapt to a fast changing environment.
- Be Responsible: We all contribute to reaching our mission of reducing fraud and misdirected payments, leading to a positive impact on society. We take responsibility, show ownership and make honest decisions.
More information
More information?
careers@surepay.nl
