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Customer Success Manager

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Planet

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Madrid
  • Quick Apply

AI generated summary

  • You should have Customer Success or Support experience, ideally in Payments or Fintech, strong analytical skills, fluency in English and a second language, and a passion for customer relationships.
  • You will handle contract renewals, upsell products, manage inbound requests, execute outbound campaigns, ensure customer satisfaction, and track activities in CRM tools.

Requirements

  • Experience in Customer Success or Customer Support role, ideally from a Payments or Fintech background. Relevant courses / training desired but not required.
  • Commercially oriented, strong analytical skills and goal-oriented mindset.
  • Strong communication and interpersonal skills,
  • Fluent in English and a second language (German, French, Spanish, Portuguese, Italian), verbal and written.
  • Ability to manage multiple priorities effectively.
  • Passion for building strong customer relationships and fostering customer loyalty.

Responsibilities

  • Contract renewals: Coordinate customer contract renewals and negotiation to maximise customer retention.
  • Upselling of Planet products: Actively upsell products and services to assigned customer base, and identify opportunities to cross-sell new Planet products. Work closely with internal teams to ensure customers are live and transacting within agreed timeframes.
  • Inbound commercial requests: Cover inbound customer calls and requests for commercial and non-operations purposes. Engage with customers before, during, and after the request is successfully executed for that customer.
  • Outbound Commercial campaigns: Execute targeted commercial campaigns (e.g., win-back offers, cross-sell, upsell, etc.) via telephone calls or email campaigns and track customer engagement.
  • Customer relationship management: Take ownership of customer satisfaction within assigned base, covering customer escalations or issues as and when required.
  • Tracking: Record and monitor customer requests diligently in CRM tools to ensure prompt response and resolution.

FAQs

What is the location for the Customer Success Manager position?

The position is based in the Madrid Office, Spain.

What is the job type for this role?

The job type is full-time.

What qualifications are required for the Customer Success Manager role?

Experience in Customer Success or Customer Support is preferred, ideally from a Payments or Fintech background.

What languages are required for this position?

Fluency in English and a second language such as German, French, Spanish, Portuguese, or Italian is required, both verbal and written.

What are the main responsibilities of the Customer Success Manager?

The main responsibilities include coordinating contract renewals, upselling products, managing inbound commercial requests, executing outbound commercial campaigns, overseeing customer satisfaction, and tracking customer requests in CRM tools.

Are there any specific skills needed for this role?

Yes, the role requires strong communication and interpersonal skills, analytical abilities, a commercially oriented mindset, and the ability to manage multiple priorities effectively.

What benefits are offered for this position?

Benefits include a competitive salary and benefits package, the opportunity to impact business growth, a dynamic work environment, and being part of a passionate and collaborative team.

What is the company background for Planet?

Planet provides integrated software, payment, and technology solutions for customers in the Hospitality and Retail sectors and operates worldwide through a network of global Financial Services Partners.

How long has Planet been in business?

Planet has been in business for over 35 years.

How many employees does Planet have and where are they located?

Planet has around 3,000 expert employees located across six continents.

What markets does Planet serve?

Planet serves customers in over 120 markets worldwide.

Is Planet an equal opportunity employer?

Yes, Planet is an equal opportunity employer that values diversity and bases employment decisions on qualifications, merit, and business need.

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Planet

Largest earth observation satellite network delivering a near-daily global dataset

Technology
Industry
501-1000
Employees
2010
Founded Year

Mission & Purpose

Planet is the leading provider of global, daily satellite imagery and insights. Planet is driven by a mission to image all of Earth’s landmass every day, and make global change visible, accessible, and actionable. Founded in 2010 by three NASA scientists, Planet designs, builds, and operates the largest fleet of imaging satellites, as well as online software, tools and analytics needed to deliver data to users. Decision makers in business, government, and within organizations use Planet's data and machine learning-powered analytics to develop new technologies, drive revenue, power research, and make informed, timely decisions to solve our world's toughest challenges.