Strategic Customer Success Manager, Banking Specialist

About the Role

We are looking for an ambitious and experienced Strategic Customer Success Manager with deep expertise in the banking industry to join our growing team. This role goes beyond traditional account management, focusing on creating strategic partnerships that result in high levels of customer satisfaction, retention, and growth by expanding our footprint in the banking sector. The ideal candidate will have a strong understanding of banking products, services, and trends, and will be skilled at building relationships with key decision-makers

You will take responsibility for the Customer Success strategy and the continuous growth of our existing customer portfolio of financial institution teams in Internal Audit, Financial Control, and related functions. Your efforts will drive customer value and outcomes as well as uncover additional uses for our product. If you care about delivering value to customers, we would love to talk to you!

About DataSnipper:

DataSnipper, is the driving force behind an intelligent automation platform that’s transforming the world of audit and finance. Founded in 2017, DataSnipper has skyrocketed and has now officially become a unicorn company with a valuation of $1 billion following a successful funding round by Index Ventures.

The recent acquisition of AI-native UpLink, a cloud-based secure document request portal, and the launch of DocuMine, a new AI-powered document validator, dramatically expand DataSnipper's goal to build a comprehensive AI-powered audit ecosystem with global impact.

With over 500.000 users in 125+ countries and offices in Kuala Lumpur, Amsterdam and New York, DataSnipper is shaking things up. And we’re not stopping there! 🚀

What you will do:

1. Enterprise Account Planning: Develop and execute success plans specifically designed for our strategic customers. Work closely with Sales, Marketing, and Product teams to develop the Customer Success strategy and to drive customer engagement.

2. Business Development: As you will be a founding member of the part of the CS team that is focused on users outside of accounting firms, you will be working on exploring new use cases and value propositions, as well as working closely with our Product team to optimize the product roadmap for these new users.

3. Product Knowledge & Thought Leadership: Stay up-to-date on banking products, services, regulatory changes, and emerging technologies. Provide insights and feedback to internal teams to drive product development and innovation.

4. Onboarding & Training: Work closely with customers to ensure smooth onboarding and adoption of products. Provide training sessions and resources to empower customer teams.

5. Relationship Management: Cultivate and nurture multi-threaded relationships with key stakeholders across complex global customers. Understand their business goals, challenges, and technology needs.

6. Revenue Expansion: Drive customer expansion by identifying opportunities for upsell, cross-sell, and additional value-added services. Collaborate closely with other GTM teams to maximize value from these high-profile accounts.

7. Customer Advocacy: Identify and cultivate customer advocates for testimonials, case studies, and references. Collaborate with marketing and sales teams to leverage these advocates for business growth.

8. Voice of Customer: Collect and analyze customer feedback and data to inform internal teams (product, sales, and marketing) of customer needs and pain points, driving continuous improvement in products and services.

9. Cross-functional Collaboration: Work closely with internal teams (e.g., marketing, product, and sales) to ensure a seamless client experience and alignment of solutions to client needs.

What you bring

• 5+ years in a customer success role, with a proven track record in working with global enterprise clients

• In-depth understanding of banking products, services, industry challenges, and regulatory environment. Experience working directly with banks or financial institutions is a plus.

• Experience with business development, specifically exploring use cases and new applications for a software product

• Possess a proactive mindset with a drive to innovate, develop new processes, and take on strategic initiatives aimed at achieving future-focused business outcomes.

• Demonstrate strong project and time management skills with the ability to self-start, own tasks, and deliver