Custоmer Success Manager

Paysafe Limited (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments.

Further information is available at www.paysafe.com.

What to expect:

• Establishing and maintaining strong, long-lasting customer relationships at all levels of the organization
• Demonstrating a deep understanding of customer needs and requirements; reflected in a cohesive account plan, in partnership with relationship managers
• Ensuring the timely and successful delivery of solutions according to customer needs and objectives
• Proactively identifying opportunities for growth within existing customer accounts and liaise with the AM team accordingly
• Collaborating with all internal teams to ensure customer satisfaction, problem-solving and retention with evidence of critical thinking and strong follow-up focus
• Identifying opportunities in customer feedback and responding to customer inquiries and concerns with solid expertise
• Providing technical support and guidance to customers, assisting with any communication of incidents or activities that directly affect the enterprise customer group
• Production of monthly/quarterly reports for client consumption or internal needs on performance of the customers
• Keeping up-to-date with product developments and updates
• Providing knowledge and support to team members, if needed

Your profile:

• At least six years of experience as a customer success manager or similar role in the payment industry, with a proven track record of increasing customer satisfaction and retention
• Familiarity with payment platforms and technologies, such as Nuvei, Worldpay, Stripe, PayPal, Square, etc., and the ability to troubleshoot and resolve technical issues
• Knowledge of best practices and trends in customer success, such as customer journey mapping, customer advocacy, feedback collection, etc
• Commercial awareness, the experience of understanding contracts, fee structures, opportunities for the prevention of revenue leakage/optimization
• Proven ability to collaborate and coordinate with cross-functional teams, such as sales, marketing, product, engineering, etc., to ensure alignment and deliver value to customers excellent communication skills, both written and verbal, to convey information clearly and persuasively

• Knowledge of Italian would be considered a strong advantage

• Strong problem-solving skills, with the ability to analyze data and identify root causes and solutions
• Customer-oriented mindset, with the desire to understand customer needs and expectations and deliver value
• Collaborative spirit, with the ability to work effectively with cross-functional teams and stakeholders
• Proactive attitude, with the initiative to seek feedback, learn from mistakes, and improve performance
• Adaptability, with the flexibility to handle changing priorities and demands in a fast-paced environment

We offer in return:

• The opportunity to write the history of a leading and growing multinational company
• Tailor-made training and ongoing development to help you enhance your skills in the field of online payments
• Multiple career progression opportunities in a dynamic in-house business
• Environment where product expertise, professional and personal commitment are rewarded
• Competitive remuneration and social benefits package (25 days annual paid leave, health insurance, sports card,  team events, company discounts, variety of soft skills, business and technical training programs)
• Fun and collaborative working atmosphere
• Flexible working model - we encourage our employees to embrace our flexible working approach. You will be expected to work from home and spend an average of three days a week at our Sofia office as part of our hybrid work model

Are you ready to take your career to the next level? Join our team that is inspired by a unified vision and propelled by passion.

Send your CV in English.

Only shortlisted candidates will be contacted for an interview.

Wondering how our interview process looks like now? Learn more here: https://bit.ly/paysafe_interviews

Equal Employment Opportunity

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment.  If you need any reasonable adjustments please let us know.  We will be happy to help and look forward to hearing from you.