Director, Customer Success & Experience

Who we are 

Bitpanda simplifies wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, Bitpanda exists to help people trust themselves enough to build financial freedom for their future. Our user-friendly, trade-everything platform empowers both first-time investors and seasoned experts to invest in the cryptocurrencies, crypto indices, stocks, precious metals and commodities they want — all possible with any sized budget, 24/7. With more than 700 team members and steadily approaching 4 million customers, our company is one of Europe's most successful fintechs.

Headquartered in Austria but operating across all of Europe, our products are built by fast-moving, talented, “roll-up-your-sleeves-and-make-it-happen” kind of people who represent more than 50 nationalities. If you’re someone who thinks big, moves fast and wants to make an impact right from day one, then get ready to join our industry-changing team. Let’s go!

Your mission

As the Director of Customer Success & Experience, you will build and lead a world class team of Customer Success Managers responsible for looking after our most important B2C customers, as well as the wider customer segments. You will work closely with our growth leadership team to support Bitpanda’s strategic ambitions bringing a culture of commercial excellence focusing on customer adoption, retention, experience and growth.  In addition you will be responsible for developing and delivering continuous improvement initiatives to enhance, optimise & transform the e2e customer experience

What you’ll do 

• Roll your sleeves up and be an active leader, building and managing a team of customer success managers whilst also working directly with our customers as the single point of contact/orchestrator.
• Manage and grow the accounts of our VIP customers, identify opportunities to drive growth and retention across all customer segments by building and executing success plans and associated measurable outcomes
• Proactive adoption management; data led identification and execution alongside proactive customer conversations ensuring the customer is able to achieve their desired goals.
• Lead the NPS, VoC and Customer 360 programme for Bitpanda, closing the loop both with the customer and your fellow pandas; working with the relevant teams including Product, Engineering, Sales and Marketing.
• Manage customer experience/CI projects driving towards our north star KPI targets.

Who you are 

• With a strong profile as a leader in customer success and Cx experience; as a consultant, practitioner, change agent, account/relationship management, or equivalent. 
• Experience in a customer support/customer service roles, preferably working with B2C products 
• Track record of driving change, building internal and external relationships. Ability to lead from within and create momentum and engagement to take actions to deliver customer/business results
• Inquisitive with strong analytical skills, ability to convert data to actionable insight, success plans and actions. German speaking is advantageous.
• Passionate about the customer, the product and your peers

What’s in it for you

• Flexibility-first approach to work* including:
• Unlimited fully-paid annual leave
• Recharge Breaks 
• 20 weeks gender-neutral New Parent Leave 
• Hybrid Working*: 
• 60 days Work From Anywhere* following the 80/20 Rule
• €500 Work from Home budget
• An attractive individual stock option plan* in a high growth company, and a competitive salary
• Exclusive premiums when trading on Bitpanda
• Occasional company-wide and team events — both in-person and virtually!
• Learning & development opportunities
• Top-notch “tech pack” – your choice between PC or Mac
• Bitpanda merch to keep you swagged out and living the Bitpanda brand
• A global Bitpanda team of fast-moving, talented, “roll-up-your-sleeves-and-make-it-happen” kind of people who are united (across cultures and time zones) by our unique way of working

*These benefits do not apply for our internships and exceptions to our Hybrid Working policy apply to teams with shift schedules or for folks whose roles require them to be in office (think: Workplaces team or IT).

And, above all, the opportunity to learn & grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform.

Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive wo