Customer Success Manager

At Mambu, we believe that banking and financial services can change the world for the better. We also know that inflexible systems are slowing innovation and limiting impact. We’re on a mission to change that, to make banking work better for everyone.

Join us as we bring banking and financial services technology into the digital-first world. Where our best-in-class, cloud-banking platform is igniting financial change globally. Where we are enabling our customers to build great banking experiences for their customers; in a faster, more flexible and more dependable way than ever before.

If this mission drives you, if you are bold, curious, customer-obsessed and ready to embrace a challenge, then we want you on our team.

At Mambu our people are the foundation! We prioritise continuous learning and development to empower Mambuvians for success and growth. We provide a learning budget by function for professional development and offer a comprehensive L&D program that enhances both technical expertise and soft skills.

Let’s rewrite the rules of banking together!

What you’ll do

The CSM is responsible for developing and executing a customer strategy critical for growth and retention, which requires relationship development across Customer Executives and Senior Level Decision Makers.

The role will cultivate a deep understanding of their business needs and identify new business opportunities with the goal of enabling the customer to maximise value from their Mambu investment.  You will be responsible for driving adoption and usage of Mambu at the customer, stakeholder alignment, and risk mitigation by working in unison with sales executives, technical and product experts, and other supporting team members within Mambu.

The CSM must be comfortable consulting with enterprise customer team members across the spectrum from system administrators to Chief Technology Officers (CTO) and Chief Executive Officer (CEO).

• Build strong customer relationships with practitioners as well as executive sponsors, acting as a trusted advisor for accounts
• Accountable for Customer’s overall success with Mambu, including renewals, expansion, customer health, and satisfaction
• Developing individual success plans to ensure Mambu adoption, expansion and advocacy for each of your customers
• Conduct quarterly and executive business reviews
• Maintain regular and appropriate communication and governance with both internal and external executive teams to ensure alignment and transparency
• Working with product management to surface customer requests and help translate customer feedback into product requirements
• Provide updates on Product Roadmap and enhancements
• Build relationships with strategic partners and technology partners
• Making sure our customers get the most out of our product and meet their business needs

What you’ll bring

• Extensive experience in a SaaS business, or within the FinTech sector, specifically in the roles of Customer Success Manager (CSM)
• Recent experience in a business based on Software-as-a-Service (SaaS) products and services
• Proven record of successfully managing long-term relationships with accounts at all organisational levels (C level, IT, Operational)
• Consistent track record of achieving targets and goals
• Proven ability to work across geographic and cultural boundaries, to work withcomplex customers, involving multiple stakeholders and potential partners/affiliatesinvolved in the ecosystem
• Presentation skills in online and in person setting
• Has handled difficult customers or situations and can demonstrate resolutions
• Poise under pressure, thrives in a multi-tasking environment and can adjust prioritiesOn-the-fly
• You are an excellent communicator in English (fluency in German, French, Spanish or Arabic would be a plus)

Your future

We aim to be the leading cloud-banking platform, powering the future of banking and igniting financial change globally. If you want to join a collaborative, inclusive team of experts changing the lives of billions, this is where you belong.

Let's connect!

Follow Mambu onLinkedInfor the latest Fintech trends and success stories. Connect with us on Facebook, Instagram, andYouTube to experience our vibrant culture. Explore our mission, values, and the world we're building atmambu.com/careers.

Follow the work of our Product and Engineering teams as they continuously make our products and platform bigger, better, faster and stronger. Check out ourMedium Product & Tech Log.

As part of the recruitment (or HR onboarding) process, you will be required to obtain authorised criminal background and credit screening results, as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results.

_Don’t meet every single requirement?_Studies have shown that many job seekers (including women, people of colour and people from diverse backgrounds) are reluctant to apply to jobs unless they meet every single qualification.

_Here at Mambu we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway._You may be just the right candidate for this or other roles.

Mambu is committed to working with and providing equal opportunities to people with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, and are in need of a reasonable adaptation of the process to accommodate your needs, please contact us at [email protected] and let us know how we may assist you.

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