Customer Success Manager - UK/EU (Growth, Enterprise, Strategic)

  • Locations
    • Remote
    • United Kingdom
  • Date Posted
  • Nov. 23, 2021
  • Function
  • Product Management
  • Sector
  • Fintech

Build the world’s fastest Identity and Checkout products

Company Mission

Our mission is to make buying online faster, safer and easier for everyone. Fast Login and Fast Checkout enable a one-click sign-in and purchasing experience that makes it easier for people to buy and merchants to sell. The company’s products work on any browser, device or platform to deliver a consistent, stress-free purchasing experience. Fast is entirely consumer-focused and invests heavily in its users’ privacy and data security. Headquartered in San Francisco but open to a globally remote workforce, we are a founders-led, privately held company funded by Stripe, Index Ventures, Susa Ventures and other world-class investors.

Summary

The Fast Customer Success team is hiring a Customer Success Manager - UK/EU to onboard, enable, and deliver value to Fast’s sellers and partners. This role is critical in bringing the Fast Customer Success mission to life to its community.

Role

  • Deliver our Customer Success strategy and initiatives focused on improving retention, engagement, and satisfaction metrics and strategic initiatives for Fast’s community of sellers and partners
  • Develop and drive plans, processes, and strategies that improve Customer Success KPI’s, while advocating for customer experience and needs using data and in-market feedback
  • Deliver tasks, communicate changes, and troubleshoot problems for your portfolio of customers, while assuring that the customer and Fast’s business commitments are kept
  • Serve as the go-to person for sellers and partners in each part of their lifecycle with Fast: assist with onboarding, train and enable them with latest information and resources about Fast and its products and services; engage them with community events and initiatives; and support them with their issues
  • Collaborate with other customer-facing and operational teams Account Management, Partnerships, Sales, Sales Ops, Technical CS, Support, CS Operations, Payment Ops, etc. to continually improve customer experience
  • Collaborate and be the lead advocate for seller and partner trends, issues, and requests with Product, Engineering, UX & Design, and Data
  • Collaborate with cross-functional stakeholders across Fast to get the right answers and to unblock issues for both your team and Fast’s customers
  • Improve processes and material, develop playbooks and best practices for Customer Success Managers and Executives, and the broader Customer Success team
  • Onboard and mentor your fellow Customer Success Managers and Executives in-region and around the world
  • Nurture a team of engaged, inclusive, and customer-centered managers and executives. Your success and experience as a team Fast is one of your top priorities.

Qualifications

  • 3+ years of experience and success in a Customer Success or Account Management or Customer Support role.
  • Consistent achievement with customer retention and satisfaction.
  • This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
  • Customer Success Managers must show leadership in teams comprised of Fast, Partner and Customer resources who may be engaged in the decision making of complex solutions for overall customer success.
  • Proven track record of building relationships with senior customer executives.
  • Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
  • Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
  • Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CxO, Senior Executives, GMs).
  • Flexible and adaptable to support customers and team members around the world.
  • Determined to influence customer retention and satisfaction strategy at Fast. You are excited to grow and engage with our community of sellers and buyers by building a best-in-class operation.
  • Passionate about your own growth, and in helping your team grow with you.
  • Interested in contributing to Fast’s future - across its products, lines of business, and company culture.

#li-ns1

  • Benefits and Perks - Because People Matter
  • We are committed to diversity and inclusion, and demonstrate our values through equitable pay, fantastic benefits, and access to all reasonable accommodations.

See what Fast can offer you:

  • Comprehensive Medical, Dental and Vision insurance (99% paid by Fast)
  • Globally remote with flexible work schedules and commuter benefits to fit your needs
  • Generous maternity & paternity leave for all family caregivers

401k match up to 4%

Competitive Salary & Equity

  • People-focused, unlimited & flexible paid time off
  • Inclusive events & programs to allow everyone to express their voice (or dance skills)
  • Monthly exercise, internet & office equipment stipends (and great snack perks)

#LI-remote