Customer Success Manager

The Position  

As a Customer Success Manager you are responsible for your customers’ successful outcomes with our solutions, driving their adoption and the customers’ understanding of the value they bring. In addition, you are responsible for designing, agreeing and executing on your customers’ account plans and own the successful annual renewal of their subscription. We would also like to emphasize that for this position in particular, banking, finance or banking-related experience is crucial. 

You will report to the Team Lead for Customer Success and join an existing team of 3 Customer Success Managers based in Europe, alongside two Product Adoption specialists in Nigeria and the Philippines. You can be based in any location in Europe, from which you are able to travel once a quarter to see your customers and/or gather with the team in Zagreb, Croatia. It is critical that you enjoy and ideally have some experience in working across different cultures and are adaptable to them. 

Our CSMs are our customers’ advocate in the company and work closely with Product, Tech, Support, Implementation and Marketing. 

Responsibilities  

• Define and drive the execution of a strategic account plan with your assigned customers 

• Run regular business review meetings with decision makers and Oradian champions, ensuring customers are knowledgeable about the value the solution brings and are using it as agreed during implementation. 

• Hold a relationship with decision makers and key users. 

• Drive product adoption by acting as a trusted advisor, with the support of our product adoption specialists demoing all aspects of our solutions and challenging customers to think in new and creative ways that enable them to maximize value of Oradian’s services.  

• Identify and propose process changes needed for customers to continuously improve their efficiency and to support their growth and digitization strategies. 

• Organize training sessions for customers. 

• Aim for zero churn. Monitor your customers’ churn risk, escalating when necessary to management. 

• Lead on negotiating contract renewal. 

• Highlighting and identifying challenges proactively.  

• Be the customer’s champion within Oradian, collect and communicate customer insights internally.  Work with other teams, such as Product, Tech and Customer Support teams to get issues resolved quickly and sustainably. 

• Quarterly travel for client customer visits in Asia and Africa. Approximately bi-yearly travel to our HQ in Zagreb, Croatia. 

Qualifications 

• At least 3 years experience in customer facing roles (B2B Customer Success/Account Management/Sales) ideally working with Enterprise customers. 

• Experience in banking or finance more broadly. Experience in or with B2B fintechs would be beneficial, alongside some corporate experience 

• Conceptual, non technical knowledge or a strong curiosity and willingness to learn about our customers’ overall technology infrastructure and integrations. 

• Tech-savvy, interested in the newest technological developments in the fintech industry, and willing and able to adopt new knowledge quickly. 

• Strong communication skills: persuasive, very culturally aware and well structured. Excellent level of English. 

• Highly motivated, outcome oriented and a team player. 

• Negotiation skills. 

• Excited about the opportunity to play a role in scaling the company. Some experience in fintechs would be a plus. 

Location & Time Zone: Europe, Remote  

Please note that if you are based outside locations where Oradian owns a Legal Entity we will consider hiring via an EOR. 

What you can expect: 

• A fast-paced growing organization with lots of development opportunities 

• Competitive remuneration package 

• Challenging tasks with the opportunity to grow your skills 

• An international environment full of passionate and talented people 

• The opportunity to drive transformation in one of the most innovative and fastest-growing industries. 

• Extensive travel opportunities 

• Training budget 

About Oradian 

At Oradian, we are passionate about enabling banks and fintechs to scale through technology. 

We partner with financial institutions, such as fintechs and neobanks as well as Microfinance Institutions, in South East Asia and Africa to deliver highly efficient financial services. 

Our solution is a flexible SaaS core banking platform serving 13 million clients across the globe. We support more than 50 enterprise customers across 12 countries, and we always strive to find new ways to support our customers’ growth. 

We love what we do, so a positive attitude and passion for our mission are essentials for our team! If you are an individual who thrives on finding innovative solutions to meet the toughest of challenges, and who is eager to get your hands dirty – look no further. 

Oradian promotes an inclusive and diverse environment. Please pay attention to the following, so we can properly review your application: 

• That the information you entered is in English  

• That your e-mail address is spelled correctly. 

 We aim to get back to all candidates as soon as possible. Thank you!