BVNK - Senior Customer Success Manager
Requirements
• Strategic relationship management: Experience managing complex B2B customers, building multi-stakeholder relationships and engaging confidently with senior decision-makers. • Strategic relationship management: • Growth mindset: A proactive approach to identifying opportunities, challenging underutilisation and helping customers unlock additional value. • Growth mindset: • Analytical thinking: Confidence using customer, product and transaction data to identify trends, assess risk and drive decisions. • Analytical thinking: • Execution and accountability: The ability to manage competing priorities, navigate ambiguity and coordinate cross-functional teams to deliver measurable outcomes. • Execution and accountability: • Excellent communication: The ability to simplify complex topics and influence both technical and commercial stakeholders. • Excellent communication: • Experience with stablecoins or digital assets. • Experience working in a high-growth fintech or scaling technology business. • Spanish language proficiency, particularly for supporting customers across Latin America. • What success looks like • Customers launch successfully and reach value quickly. • Payment volumes, product adoption and customer engagement grow across your portfolio. • Retention risks are identified early and proactively managed. • Expansion opportunities are identified and developed in partnership with Account Management. • Customers view BVNK as a strategic partner in their payments business. • What you can expect from us: • Fair and competitive salary at every stage of your growth
Responsibilities
• Drive customer outcomes and adoption • Own the customer journey from onboarding and implementation through go-live, adoption and long-term success, ensuring customers realise value quickly. • Develop a deep understanding of customer business models, payment flows and strategic objectives, building success plans with clear milestones and measurable outcomes. • Proactively identify opportunities to increase payment volumes, activate additional payment rails, expand into new markets and drive adoption of BVNK products. • Use customer and transaction data to monitor performance, identify risks and opportunities, and prioritise actions that improve customer outcomes. • Protect and grow customer value • Build trusted relationships across customer organisations, engaging confidently with operational, technical, commercial and executive stakeholders. • Identify early warning signs of churn or underperformance and take ownership of actionable plans to address them. • Partner with Account Management to identify and develop expansion opportunities, support commercial conversations and maximise customer lifetime value. • Lead strategic business reviews that demonstrate value delivered, align on customer priorities and establish clear plans for continued growth. • Drive execution and continuous improvement • Coordinate cross-functional teams to resolve customer challenges, remove onboarding and operational blockers, and accelerate time to value. • Represent the customer internally, translating feedback and business needs into actionable insights for Product, Engineering, Compliance and Operations. • Take ownership of complex customer issues, ensuring clear communication, accountability and follow-through through to resolution. • Contribute to scalable Customer Success processes, playbooks and best practices as BVNK continues to grow. • What we need from you: • Commercial acumen: Proven experience in a customer-facing role with responsibility for driving adoption, retention, revenue growth or account expansion. You understand the commercial drivers behind customer success. • Commercial acumen: • Payments experience: A background in payments, fintech, banking infrastructure or a related financial services business. You understand payment flows and the operational challenges businesses face when moving money.
Benefits
• Flexible working hours, with hybrid working at its heart • Flexible working • A culture built on passionate, growth-minded people • culture • A flexible approach to holiday • flexible approach to holiday • Opportunities to travel to our offices around the world • offices around the world • An open and creative environment where you can help us define the future of BVNK, its culture, and its opportunity sets • open and creative environment • At BVNK, we are focused on building a diverse and inclusive team. While you may not meet all of our requirements, we’d encourage you to apply if you meet the majority of our expectations. You may be a great fit for this role or another role in our team.
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