Customer Success Manager

Berlin, Germany


Oradian

More than half the adult population does not have access to financial services. At Oradian we are passionate about financial inclusion. We take a unique approach, focusing on enterprise solution designed for financial institutions who deliver financial services across SE Asia and Africa. The Financial Times ranked Oradian #112 in the FT1000 fastest growing companies in Europe and according to the recent report by #i5invest, Oradian is among the top 20 European startups with a realistic chance to reach the $1B+️ valuation within the next 24 months.

Oradian provides a cloud-based core banking platform that is used by over 10m people globally. Flexible and extendable, we support our 50+ institutional customers across 13 countries today and into the future. We help our customers scale in any environment, to think bigger and go further. Our mission is to boost financial inclusion by enabling financial institutions to grow and serve more clients. Our vision is a world where all financial institutions have the tools they need to serve their communities, provide access to financial services and reach more customers. With Oradian, as their trusted core banking provider, our customers have a tangible positive impact at scale on their communities.

We are looking for individuals who thrive on finding innovative solutions to the toughest challenges, love to get their hands dirty, and can teach us something new. Oradian is a fast-paced working environment in which everyone plays a role in communicating and contributing to our goal of economic empowerment and access to financial services. We love what we do. A positive attitude and passion for our mission are essentials for our team!


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. You are also their advocate in the company, ensuring any issues they might face are resolved swiftly and sustainably.

Responsibilities

  • Define and follow up on an account plan with your assigned customers.
  • Aim for zero churn. Monitor your customers’ churn risk as defined by our health dashboard, escalating when necessary to management.
  • Lead on negotiating contract renewal.
  • 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, 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.
  • Be the customer’s champion within Oradian, working with other teams to get issues resolved quickly and sustainably. Collect and communicate customer insights internally.
  • Quarterly travel for client customer visits in Asia and Africa.

Requirements

  • At least 5 years experience in customer facing roles (B2B Customer Success/Account Management/Sales) ideally working with high-volume deals.
  • Experience in banking or finance more broadly.
  • Conceptual, non technical knowledge or a strong curiosity and willingness to learn about APIs and systems integrations.
  • Strong communication skills, persuasive and appropriate in cultural context, structured.
  • Highly motivated, outcome oriented and autonomous.
  • Negotiation skills.
  • Confident, empathetic and a team player.
  • Excited about the opportunity to play a role in scaling the company. Some experience in this area would be a plus.
  • Good understanding of SaaS/subscription-based business models


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 We Can Offer

  • friendly working environment – everybody is ready to help and share, big egos or arrogant individuals are not allowed here
  • speaking of colleagues, we have a couple of very skilled fellows here (calling them veterans wouldn't be appropriate since they are still in the 30s :)). They are a great source of knowledge and at the same time practical solution solvers everybody can and should learn from
  • you will become a member of a team, enhancing your project and time management skills, you will polish your spoken and written communication in English, and last but not the least – you will witness and contribute to a successful globally-applied SaaS business model
  • we are truly open and cosmopolitan organisation – you will get to know people from all around the world


Oradian thrives to keep and promote an inclusive and diverse environment. So we can properly review your application please do check if: your information entered is in English and your email is correctly added. We aim to get back to all Candidates as soon as possible. Thank you!

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