Customer Success Manager - German speaker

About

Swan, a European fintech company, is the easiest way to embed banking features into your product. This can be called “Banking-as-a-Service” or “Embedded banking”. We built Swan so that anyone can start embedding banking features within just minutes of visiting our website. Swan is truly fast and easy to use.

Swan already has 100+ customers across 10+ European countries, large enterprise and startups alike. They include Carrefour, Factorial, Alma, Pennylane and Agicap. We’re on track to take things much, much further, by expanding on Europe — localizing our product, and internationalizing our team and partner portfolio.

Swan has received 58M€ funding from VCs like Lakestar, Accel, and Creandum. We’re a Mastercard principal member and a licensed financial institution, passported across Europe.

With 200+ Swanees across offices in Paris, Bordeaux, Berlin, Barcelona and Amsterdam! Wherever you’re coming from, come as you are! We’re open to all kinds of people, from all walks of life. If you’re excited about joining a European fintech adventure, Swan is the way!

To learn more about us: About Swan ; Our story.

Job description

Swan is looking for a Customer Success Manager, to join its operations team. This position could be based in our Paris or Berlin office.

Operations are a key pillar to Swan’s success. Their mission is to provide a flawless end-end customer experience. This team includes our Customer Success Managers, Technical Account Managers, Technical Writers as well as our KYC teams. These folks are all about customer obsession and making sure Swan offers the smoothest, most elegant BaaS experience out there!

As a Customer Success Manager, you will manage a portfolio of partners throughout their life with Swan. You will be an expert on Swan products and ensure that the relationship between Swan and its clients is a success from an operational point of view

✨ Your mission

Customer relationship management/Customer Voice

• Manage a portfolio of partners across the European market. You will nurture relations with our partners (customers), advise our clients on how to optimise product usage, provide solutions to different use cases and escalate feedback to our Product team.
• Managing customer relations via email and video call: Being the first point of contact customers, you will be responsible for providing timely and helpful responses to their inquiries and requests. You will have to empathize with their situations and find the best solutions to their problems.
• Answering all questions about the product, processes and operational issues
• Understand our customer’s needs, monitor key metrics on your accounts and initiate and follow up on action plans to improve customer satisfaction.
• Identify and engage champions/client ambassadors, key contacts for each topic, and the Partner Ops structure
• Maintain great relationships with existing and new partners

Training

• Create training courses/pathways in collaboration with different teams (Technical Writer, Product team…)
• Train our partner teams and improve our training

Portfolio management

• You will be the point of contact for the partner's Ops (Support, CSM, Onboarding) and Product teams

• Participate in live partner pipeline reviews

• Analyse your portfolio and takes proactive actions to improve operations with partners (Continuous training, new process…)

• Conduct Ops reviews

• Effectively work cross-functionally across the organization to shape Swan’s solutions to meet our partners’ needs

Preferred experience

✨ You’re a great match if:

• 2 - 5 years of experience as a Customer Success Manager in a start-up/scale-up or another fast-paced work environment
• Technical skills: technical background / coding Bootcamp / experience with APIs
• Ability to understand and articulate technical concepts, and translate them into industry- or business-relevant terms
• Passion for startups, new technology businesses and Fintechs
• Flexibility with changing requirements in an evolving and fast-paced environment
• An experience in an international / European environment would be a plus
• Strong interpersonal skills, excellent team player and fun to work with
• Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.
• Excellent working abilities in English and German.

It’s okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying! 🙌

Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.

When it comes to recruitment, we’re interested in your work experience, skills, and overall personality. Because diversity makes the workplace stronger and is necessary for Swan’s success, we are intensifying efforts to incorporate concrete actions to help us improve in this area.

About Swan

✨ Perks of being a Swanee:

• ESOP packages available 😊
• Hybrid remote policy: We offer the possibility of working from home for 2 days per week.
• Health insurance
• Swan encourages you to have fun staying fit, thanks to partnerships with Classpass.
• Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reconnect, deep-dive into big topics, and relax.
• This isn’t a perk, it should be the rule, but diversity and inclusion are important at Swan. We’re working hard to get better every day.

✨ Our values:

Swan’s core values guide our actions daily. Individually, they may seem obvious, but together, they form a unique culture.

Simplicity: Leonardo Da Vinci said: “simplicity is the ultimate sophistication.” If something's convoluted or confusing, we work extra hard to break it down. - Making complex things simple is what we do.

Long Term: We always play the long game, whether it's to support our partners in their growth journey, or make tangible commitments to climate action.

Excellence: We are a team of experts who consistently go all out to create pixel-perfect banking services and exceed our partners' expectations— whatever it takes.

Be Human: We believe in the power of kindness and the importance of acting with integrity. But embracing our humanity extends beyond interpersonal interactions, it means caring about greater issues that affect our planet.

You can find out more about our culture.

Recruitment process

• A 30-min video call with our Talent Acquisition Manager, to get to know you, understand your career expectations and answer your questions
• An interview our Lead Customer Success and Head of Partner Ops
• A case study and meet the Customer Success team
• An interview with our Chief Service Officer