Customer Success

Description

**About CashSentinel** CashSentinel is a fintech company that designs and operates digital contract and payment solutions for European online marketplaces. Our clients operate across diverse sectors such as automotive, real estate, ski resorts, and online pharmacies. The company is profitable and grows its business volume by over 150% annually. It comprises four legal entities (Spain, Switzerland, France, and the United Kingdom) and employs approximately 25 people, primarily based in Barcelona, Spain, and Lausanne, Switzerland. **Your Mission** As a Customer Success Manager, you are the primary point of contact for our clients following their onboarding. Your objective is to ensure their satisfaction, foster adoption of our solutions, and build lasting relationships that generate value for both clients and CashSentinel. You guide each account in creating value while identifying commercial growth opportunities and product improvement areas. You collaborate closely with Sales, Product, Operations, and Compliance teams to deliver a seamless and consistent customer experience. **Your Responsibilities** **Maximize adoption, satisfaction, and retention:** · Lead onboarding for new clients. · Reduce Time-to-Value to enable rapid platform adoption. · Train users and share best practices. · Understand clients’ business needs and support optimal use of our solutions. · Monitor usage metrics and promote adoption of key features. · Build trust-based relationships with each client. · Conduct regular account reviews (Business Reviews). · Measure and improve customer satisfaction (NPS, CSAT). · Identify disengagement or churn risks and implement appropriate action plans. · Ensure a high standard of service quality. **Drive growth through account expansion:** · Identify upsell and cross-sell opportunities; · Support contract renewals; · Grow revenue from existing accounts; · Contribute to improving Annual Recurring Revenue (ARR) and Net Revenue Retention (NRR). · Participate in continuous improvement of the customer experience. · Work with Operations, Compliance, and Engineering teams to ensure smooth project execution and transaction processing. **Contribute to building the Customer Success function:** · Define and enhance customer journeys. · Implement Customer Health Scores. · Support automation of communication campaigns. · Document best practices. · Contribute to continuous process improvement to support CashSentinel’s growth. **Candidate Profile** · Advanced degree (Business, Management, or equivalent). · Minimum 3–5 years of experience in Customer Success, Account Management, Customer Experience, or B2B account management. · Experience in fintech, SaaS, proptech, banking, or financial services is a strong advantage. · Excellent interpersonal skills and strong client orientation. · Outstanding written and verbal communication skills (French and English; German is a plus). · Strong organizational and prioritization abilities. · Analytical mindset and problem-solving capability. · Autonomy, proactivity, and sense of responsibility. · Comfort operating in a high-growth environment. **Required Skills** · B2B client portfolio management · Client onboarding and training · Customer Journey · Customer Health Monitoring · Project management · Problem resolution · Customer data analysis · CRM (HubSpot, Salesforce, or equivalent) · Proficiency in Microsoft Office and Google Workspace **What We Offer** · The opportunity to join a rapidly growing fintech. · An entrepreneurial environment where every employee has direct impact. · A dynamic, international, and supportive team. · Innovative, high-value-add projects. · A culture built on trust, autonomy, and collaboration. · Opportunities for career progression within the company. **Other Conditions** · Permanent contract, 39 hours/week · Start date: August 1, 2026 · Salary negotiable based on experience · Offices in central Barcelona, 5 minutes from Casa Batlló · Monday to Friday office-based work Job Type: Full-time Pay: 18,193.37€ – 84,592.65€ per year Work Location: In person