Customer Success Manager - Professional

Job description

This is Worldline We are seeking a dedicated and client-focused Customer Success Manager to join our fast-growing fintech company. The CSM will be responsible for building strong relationships with our financial clients, ensuring they maximize the value of our innovative financial solutions, and driving customer retention and growth in a highly dynamic environment. Day-to-Day Responsibilities: - Act as the primary Service Delivery Single Point of Contact for assigned customers. - Build strong customer relationships and an effective internal network to support retention. - Ensure adherence to agreed SLAs and guide customers through issue resolution processes. - Ensure high-quality service delivery aligned with SLA/SLO commitments. - Monitor, track, and report SLA/SLO performance, including monthly dashboards. - Provide clear and timely SLO reporting to customers (standard or on demand). - Lead root cause analysis for SLA/SLO breaches and report findings to stakeholders. - Identify recurring issues and drive structural improvements. - Track customer issues, ensure resolution, and manage escalations end-to-end. - Handle complaints and escalations, involving management when needed. - R...