Expert Customer Success Manager

Mangopay has spent the past decade becoming the payments and wallet infrastructure behind many of Europe’s largest platforms and marketplaces. As we enter a new stage of growth, we are looking for an experienced Customer Success Manager to own a portfolio of Enterprise accounts.

This role is focused on becoming a strategic partner to your customers; developing a deep understanding of our product and your clients’ business models to identify opportunities for growth, optimisation, and long-term value.

You will play a key role in representing the voice of the customer internally—sharing feedback, influencing product direction, and collaborating with stakeholders across the business to ensure customer insights are embedded in our decisions.

It’s a highly cross-functional role, where you will work closely with Sales, Product, Operations, and Support teams to create a seamless and high-impact customer experience.This role is a unique opportunity for you to join a global team, and be a key part of a growing business.

What you’ll be doing:

• Own and manage a portfolio of Enterprise customers, acting as their primary point of contact
• Build strong, trusted relationships with key stakeholders and decision-makers
• Develop and execute account plans to drive retention, growth, and product adoption
• Identify expansion opportunities and lead on driving revenue growth
• Lead regular business reviews and strategic discussions with customers
• Proactively monitor account health and mitigate risks
• Advocate for customer needs internally, influencing product and process improvements
• Collaborate cross-functionally to deliver a best-in-class customer experience

Who You Are:

Required:

• 7+ years of experience in Customer Success, Account Management or Sales
• Proven experience managing large, complex Enterprise accounts
• Strong commercial and strategic mindset with a track record of driving significant growth and retention
• Experience engaging and influencing senior stakeholders, including C-level executives
• Excellent communication, negotiation, and stakeholder management skills
• Ability to translate complex customer needs into actionable insights and strategic initiatives
• Comfortable operating in a fast-paced, evolving, and cross-functional environment

Preferred:

• Experience in fintech industries is a plus, but not essential.
• Experience mentoring, coaching, or informally leading team members, and interest in doing so.
• You thrive in fast-paced environments and adapt quickly to changes.
• Exposure to scaling organisations or contributing to process development.

Additionally, you:

• Are compassionate, customer-focused, and passionate about building strong relationships, both internally and externally.
• Have excellent negotiation skills and a business-oriented mindset.
• Are a fast-learner, always eager to expand your knowledge.
• Excel at creative problem-solving and analytical thinking.
• Embrace challenges with enthusiasm and work effectively as part of a collaborative and tight knit team.

Recruitment process

• HR call
• 1st interview - Head of CSM (45 min)
• Case study 
• Interview with Head of Sales UK
• Interview with our Chief Commercial Officer