Senior Customer Success Manager

Job Description

We are looking for a Senior CS Manager reporting to the Head of Operations to help facilitate the smooth day-to-day running of the client facing side of the business.

This role can be remote, based anywhere in the EU or UK, with regular travel to our office at “The Needle” building in central Sofia, with a requirement for international travel. It can also be an office-based position in Sofia, Bulgaria.

Cashwave is expanding rapidly, and full training and support will be given to develop your career within the company. Fluency in English is essential.

Main tasks: Account Management

• Responsible for the day-to-day management of Cashwave’s Tier 1 client accounts, ensuring high levels of customer satisfaction
• Lead the growth strategy for existing accounts while growing and building strong, long-lasting relationships with high level executives and decision makers
• Lead the negotiation, creation and renewal of customer contracts
• Upsell, cross sell and renew accounts for top customers ensuring a growth mindset
• Outline and execute a clear growth plan for all accounts while fine-tuning and redeveloping as necessary
• Map and understand the organisational structure of the customer company, ensuring that we maintain strategic partnerships across all areas of the customer, in order to maximise our “deep roots” within each account
• Become a strategic partner to all customers you directly and indirectly manage
• Be an expert in our company messaging and be able to have senior level conversations concerning the benefit and impact of global strategy including sighting results attained and example stories regarding other client services by Cashwave
• Serve in a highly visible, client-facing role which requires excellent oral and written communication skills
• Build, grow and liaise relationships between accounts and internal executive level team
• Maximise the success of all accounts
• Consistently live up to Cashwave’s core values and be a true role model to the team
• Maintain detailed knowledge of Cashwave’s products and services
• Work with the Catalogue Management team to provide after sales support
• Support the Operations Services Manager to create regular reports and customised forecasts and sales presentations.
• Lead the preparation for Cashwave’s attendance at industry conferences and events
• Work with the Marketing team to organise the creation and distribution of monthly newsletters and tailored e-mails plus the production of marketing materials for conferences and events

Key Requirements

• Professional written and spoken fluency in English, with excellent communication skills
• 3+ years of professional experience of managing multi-million Euro accounts, ideally in Customer Success, Account Management, Client Services and/or Business Development, preferably in the gift card or payments industries
• Evidence of a client first approach to Customer Success
• Previous experience of managing a CRM or customer/client database
• Proactive approach and positive attitude
• Organized, focused and with an attention to detail
• Ability to prioritize and manage time effectively
• Self-motivated person with an appetite to work in an international, fast-paced, entrepreneurial environment
• Knowledge of Microsoft communication tools: (Excel is a must) etc.

What we offer

• Partial remote work after initial onboarding period where in-person interaction is essential to get fully integrated

• Flexible benefits, and health care insurance

• Flat company structure and an international, diverse team spread across Bulgaria, Turkey, Canada, Spain, Colombia and Mexico. 

• Opportunity to make an impact in shaping the future of a digital growth company

Additional information

We have a flat, transparent, no BS culture. Our product and technology team is 8 strong distributed amongst Sofia and Istanbul and we are committed to growing it. 

At Cashwave you can grow quickly in a supportive environment and take responsibility for larger tasks and projects. We value critical thinking and getting the job done. Simple.