Customer Success Manager

<b>About Numeral</b><br/>Numeral is a payment technology provider that enables fintechs, payment services providers, and banks to launch new products, expand geographically, comply with payment regulations, and scale their operations with Numeral's cloud-native, API-first payments platform.<br/>We develop and run direct integrations with a network of 30+ partner banks (including BNP Paribas, Barclays, Citi, HSBC, Banking Circle, LHV…) that can all be accessed through a single API, webhooks, and dashboard.<br/>Customers include leading and up-and-coming fintechs like Spendesk, Swile, Alma, WorldFirst, Argentex, Deblock, and 20+ others. We have processed 4m payments since our first payment in 2023 and will process more than 10m payments over the next 12 months.<br/>Founded in July 2021, Numeral has been acquired by leading core banking system provider Mambu in December 2024. Mambu’s composable core banking system complements Numeral’s API-first payments platform perfectly. Together, we are poised for hyper-growth, serving both Mambu and non-Mambu customers globally, challenging industry giants like FIS, Bottomline, and Volante, and delivering an even greater impact across our ecosystem.<br/>This acquisition marks an exciting new chapter for Numeral. To support this growth, we are hiring across teams to scale our organisation and continue delivering exceptional customer value.<br/>Learn more about Numeral and Mambu:• <a href="https://www.notion.so/New-job-desc-boilerplate-158273d53c3d809db351d351a84b815d?pvs=21" rel="noopener noreferrer">Numeral</a>• <a href="https://www.notion.so/New-job-desc-boilerplate-158273d53c3d809db351d351a84b815d?pvs=21" rel="noopener noreferrer">Mambu</a>• <a href="https://www.numeral.io/blog/numeral-joins-forces-mambu" rel="noopener noreferrer">Numeral joins forces with Mambu</a><br/><b>Role</b><br/>As Customer Success Manager, you will be the key point of contact between customers, partner banks, and Numeral teams. After a customer has decided to use Numeral, you will take over the relationship from Numeral’s Account Executive and Solutions Engineer and will be responsible for making their implementation and go-live a success. After a customer has successfully implemented Numeral and gone live, you will be in charge of level-1 support.<br/>You will be paired with <a href="https://www.linkedin.com/in/jordan-telatin-6379a016?utm_source=share&amp;utm_campaign=share_via&amp;utm_content=profile&amp;utm_medium=ios_app" rel="noopener noreferrer">Numeral’s first Customer Success Manager Jordan</a> and report to <a href="https://www.linkedin.com/in/emandon?utm_source=share&amp;utm_campaign=share_via&amp;utm_content=profile&amp;utm_medium=ios_app" rel="noopener noreferrer">Numeral’s co-founder Édouard</a>. <h3>Responsibilities</h3> <ul> <li>Designing and coordinating implementation plans with customers, partner banks, and Numeral teams. Identifying and resolving risks and blockers. Ensuring successful and timely delivery of implementation projects</li><li>Working with customers to map their jobs to be done, systems, and data with Numeral features and APIs</li><li>Coordinating test cases with customers and partner banks to validate their Numeral implementation and support of relevant payment flows</li><li>Acting as level-1 support for customers and liaising with partner banks as well as Numeral’s Product Managers, Software Engineers, and DevOps engineers for escalated support</li><li>Identifying feature gaps and bugs and funnel customer feedback to Numeral’s Product Managers and Software Engineers</li><li>Partnering with Account Executives to run quarterly business reviews with customers</li><li>Identifying manual processes that can be streamlined through tooling. Improving Numeral internal and external documentation and implementation project materials</li><li>Organising and maintaining bank documentation to facilitate customer communication and implementation projects</li><li>Supporting Numeral’s Account Executives and Solutions Engineers with customer and technical insights and expertise</li></ul> <h3>Profile</h3> <ul> <li>3-5 years of experience in B2B SaaS, banking, or consulting in a customer success or project management role</li><li>Highly organised and disciplined with impeccable attention to details</li><li>Strong written and oral communication skills in English (mandatory) and French (optional)</li><li>Excellent interpersonal skills and team work</li><li>Data-oriented and comfortable with data visualisation tools like Metabase</li><li>Tech-savvy and payments-curious</li><li>Cash management experience is nice-to-have but not a pre-requisite</li></ul> <h3>Compensation and benefits</h3> <ul> <li>Attractive compensation plan including stock options</li><li>Remote-first: work anywhere in Europe and come at your convenience to our Paris or London offices</li><li>International team with 6+ different countries and frequent off-sites</li><li>Sustainable mobility package and lunch vouchers