Customer Success Manager

About SurePay

Founded in 2016, SurePay is the leading account verification platform, relied upon by 250+ banks and thousands of organizations, to prevent fraud, misdirected payments, and reputational damage. Headquartered in Utrecht, we are scaling our platform and our team across Europe and beyond.

About the role

As we are growing our customer base, we are looking to expand our CSM team. This is a critical role responsible for managing a book of business primarily composed of tier 1 and tier 2 banking clients across the Benelux.  You'll work closely with product, sales, and data teams to translate client feedback into solutions, and you'll drive commercial growth through transactional upgrades and upsell. You will be in close partnership with the Account Directors who lead renewals and overall account strategy.

This role is a vital blend of Relationship Management (AM), Strategic Advising, and Commercial Execution. You will be the client's primary guide, ensuring they achieve maximum value from our service, leading to high adoption, strong partnership, and, crucially, successful renewal. Responsibilities include:

• Customer Management & Value Realization: Take ownership of the customer relationship guiding them into full business execution. Develop and maintain deep, strategic, and long-term relationships to ensure account growth.
• Driving Adoption: Proactively drive the adoption and utilization of our service, ensuring clients are leveraging the platform in the most effective and strategic way possible.
• Performance Monitoring: Continuously monitor client performance, service usage, and key metrics to proactively identify risks and opportunities.
• Training & Enablement: Conduct product training and create resources to guide clients on the best use of our service.
• Reporting & Reviews: Prepare and lead Quarterly Business Reviews (QBRs), review survey results, and establish regular performance reporting mechanisms.

About you

We are looking for an experienced and commercially-driven Customer Success Manager (CSM) to join our growing team. We are looking for someone who can hit the ground running and believe the following  would help to be successful in this role:

• 3+ years of prior CSM experience within the Fintech/Payments/SaaS industry, with hands on experience in serving banks as clients.
• Technical Acumen: Ability to understand and discuss technical concepts, including familiarity with APIs. You understand complex, regulated client environments and ideally bring some knowledge of banking technology and compliance
• Relationship management: Ability to build and maintain strong, long-term client relationships. 
• Commercial collaboration: You spot growth opportunities and act on them, while working collaboratively within the wider account team 
• Communication: English & Dutch: Strong verbal and written communication, including active listening and presentation skills.
• Flexible and Pragmatic: Comfortable and effective operating in a fast-paced, scale-up environment, capable of navigating change and ambiguity.

What we offer

• Competitive salary + 8% personal benefits budget (use it on training, more time off, or your salary)
• 25 holidays 
• Hybrid working setup 
• MacBook Pro, iPhone, and all the tech you need
• Travel costs covered (NS Business Card)
• Pension plan
• A culture of ownership, innovation, and autonomy
• Friday drinks, offsites, and a quarterly company meetup
• A diverse team of 35+ nationalities, driven by impact

About SurePay 

• Founded in 2016 
• ± 130 employees
• ±30 nationalities
• Flat organisation and no hierarchy

SurePay makes payments easier, more personal and even more secure. We are a fast-growing FinTech SaaS company and have secured our Series A funding in September 2021. SurePay stems from an innovation program of Rabobank, started in July 2016 and has been an independent BV since the beginning of 2020. SurePay is backed by two leading investors: Rabo Investments and Carlyle Europe Technology Partners. Both are highly experienced in scaling international B2B SaaS and FinTech companies. Their support reinforces SurePay’s mission to prevent payment fraud globally and accelerate our international growth.

SurePay's core values are; We Care, Build Together, Think Forward and Be Responsible. These core values are the driver's of our culture and can be seen as guidelines on our beliefs and behaviour. It defines what we find important as a company and the way we work together everyday.

• We Care: We are a supportive employer and understand that health, family and safety is what really matters. We care about our employees, customers, partners and end-users. Therefore we value creating a safe workspace where everybody can be their authentic self and where we, together, work on the same mission to provide safer payments.
• Build Together: We believe in teamwork and strive towards the best results together with employees and customers. Our diversity, both personal and professional, is one of our key strengths. 
• Think Forward: We are frontrunners and are on top of our game. Our customers can rely on innovative solutions to service their current and future needs. With a problem solving mindset, we anticipate challenges and adapt to a fast changing environment. 
• Be Responsible: We all contribute to reaching our mission of reducing fraud and misdirected payments, leading to a positive impact on society. We take responsibility, show ownership and make honest decisions.

More information

More information?
careers@surepay.nl