Customer Success Manager

<h3>About the job</h3> <span>Flatpay is a fast-growing FinTech founded in 2022 in Copenhagen, transforming payment solutions for merchants. With 1,000+ employees across Europe, we are scaling in France and looking for a Customer Success Manager to lead a team of around ten Customer Success Agents and drive operational excellence.</span><br/><br/><span>Your mission: deliver an outstanding customer experience at scale by combining hands-on team leadership, performance management, and continuous process improvement (tickets, calls, onboarding, quality).</span> <h3>What you'll do</h3>  Management &amp; performance<ul><li>Lead, coach, and develop a team of ~10 Customer Success/Support reps (hiring, onboarding, 1:1 and group coaching).</li><li>Own and steer KPIs.</li><li>Run team rituals: daily/weekly stand-ups, performance reviews, action plans, best-practice sharing.</li><li>Establish and maintain standards (playbooks, scripts, knowledge base, onboarding checklists).</li></ul>Operations &amp; continuous improvement<ul><li>Oversee inbound calls and tickets; ensure proper documentation and traceability.</li><li>Partner closely with Sales, Ops, Tech, and Product to solve recurring pain points and improve customer journeys.</li><li>Identify efficiency levers (process, tools, training) and lead small improvement projects.</li></ul>Quality &amp; customer relationship<ul><li>Raise the bar on service quality: customer-centric posture, first-contact resolution, proactive follow-up on sensitive cases.</li><li>Handle escalations and key accounts when needed; ensure clear communication and commitment tracking.</li></ul> <h3>Who you are</h3> <ul><li>3–6 years in Customer Success/Support, including 1–3 years managing a team of 6–15 people (contact center, CS, support).</li><li>Strong service mindset and customer satisfaction focus; excellent written and verbal communication.</li><li>Solid operational rigor: KPI management, prioritization, backlog handling, continuous improvement.</li><li>Hands-on people leader: coaching, feedback, and building team rhythm and execution.</li><li>Comfortable in a fast-growing environment with evolving processes; proactive, “roll-up-your-sleeves” attitude.</li><li>Fluent in French and proficient in English. Technical affinity (support/CRM tools, office suites) is a plus.</li></ul> <h3>Why Flatpay?</h3> <ul><li>Direct impact on the experience and satisfaction of thousands of merchants.</li><li>Ambitious team, supportive and innovative environment.</li><li>Growth opportunities (broader leadership, cross-functional projects, operational excellence).</li><li>Full-time, on-site in Saint‑Ouen‑sur‑Seine; equipment and training provided.</li></ul>