Customer Success Lead

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

We are currently seeking a highly motivated individual to join our team as a Customer Success Lead. This role involves managing our Customer Success Managers and Specialists, a team currently composed of five people.

The responsibilities include dedicating time to production activities, such as handling specific case escalations and managing edge cases, in addition to overseeing the team.

✨ Your mission

Team Management:

• Lead and manage the Customer Success team, providing guidance, mentorship, and coaching to team members.
• Drive people management initiatives, including hiring, onboarding, performance reviews, career development, and employee retention.
• Oversee operational monitoring, including tracking performance indicators and coordinating live operations.
• Assign team tasks, such as handling tickets for priority Tier 1 partners.
• Provide training and coaching to enhance team performance.
• Monitor service quality and operational execution for continuous improvement.
• Outsource operations when appropriate.

Scale & Optimize:

• Tackle significant challenges related to scaling and optimizing current processes, workflows, and tools in collaboration with the product team.
• Ensure the implementation and enhancement of new processes, fostering energy and momentum with various stakeholders to maintain consistent operations.
• Develop and implement processes to enhance the efficiency and accuracy of the Customer Success function.
• Contribute to documentation related to partners and end-users.

Production:

• Verify Level 1 controls conducted by the team each month.
• Address edge cases escalated by the team.
• Ensure cross-team efforts are driven by customer satisfaction.

Preferred experience

✨ You’re a great match if:

• You have significant experience as a Lead Customer Success or Lead Care in a B2B environment.
• An experience in fintech, payment, banking, start-up/scale-up or another fast-paced work environment would be a plus. This experience will help you better understand the needs of our clients and the industry as a whole.
• You have a strong understanding of customer satisfaction and support management.
• Strong leadership & team management skills.
• You enjoy optimizing internal processes to better respond to our customers. This requires a proactive approach and the ability to think outside the box.
• Proven success in building and executing strategies based on your deep knowledge of operations metrics and analytics
• You are a ‘do-er’ and are not afraid to become very hands-on
• You have strong analytical skills and an eye for detail, allowing you to quickly elaborate key findings and make decisions.
• You have a sense of production priority and urgency.
• You can effectively communicate with internal and external stakeholders with excellent communication skills, especially when explaining our product, process, and business-related questions
• You have excellent English. Proficiency in another European language, such as French, German, Italian, Dutch, Spanish or Portuguese, is also required.
• Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.

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.
• The best health insurance: Alan 🦭
• Swan encourages you to have fun staying fit, thanks to partnerships with Classpass & Gymlib.
• We respect your lunch break. Mid-day free-time is sacred and our French office even provides a Swile card to cover your meal on work days. 🥪
• 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 with Thomas, our Head of Partner Operations
• A case study & presentation with Thomas, Lydia (Customer Success Manager) and Corentin (Performance Manager)
• An interview with Maxime, our Chief Service Officer
• Meet the Customer Success team