Customer Success Manager

Fidel API is a global financial infrastructure platform that enables developers to build programmable experiences connected with real-time payment events from a user's card. Startups through global enterprises are leveraging Fidel API's tools to power a range of solutions including digital receipts, customer attribution, loyalty and rewards, expense management and personal financial management.

Launched in 2018, Fidel API is headquartered in London, with offices in Lisbon, New York, and remote employees globally. Fidel API is backed by investors including Bain Capital Ventures, Nyca Partners, QED Investors, Citi Ventures, RBC Capital and Commerce Ventures.

We're in an incredibly exciting period of growth as we continue to scale internationally and are looking for an experienced Customer Success Manager who wants to be part of this journey.

As Customer Success Manager your responsibilities will be to:

• Develop and expand relationships with our most strategic customers to ensure their long term success with Fidel API
• Identify opportunities to expand usage of Fidel API's product among existing customers through a deep understanding of their business
• Collaborate with product support to resolve issues and queries within SLAs
• Collaborate closely with other departments (product, marketing, etc.) to help drive customer-centric business decisions and to validate new product features
• Lead on renewals of existing customers, achieving a high retention rate through clear and consistent communication and regular account reviews
• Help us to build and scale Fide APIl's Customer Success and Sales teams

To be a great fit at Fidel, we look for individuals who share our values (be a leader, be encouraging, be adaptable, be honest, be humble). As a Customer Success Manager you will be the advocate of the customer within Fidel API.

Role Requirements

• You have at least 3-5 years experience in a Customer Success role in the technology space, ideally with experience in Fintech and/or onboarding customers;
• You have experience working with a wide range of customer contacts, including director and C-Suite level stakeholders;
• You have a collaborative mindset and like to solve problems with others;
• You are an effective self-starter, who can set deadlines and multitask with excellent organizational skills;
• Strong internal and external communication abilities, and interpersonal skills
• You are passionate about driving customers and creating outstanding customer experiences;
• You should be data-driven and love helping your customers identify trends that can optimize their use of the product;
• You like working in a fast paced world, can handle ambiguity and love a challenge!

OUR VALUES

At Fidel API, we live by our values and what we stand for, and that feeds into every decision we make. Fidel comes from the Latin word 'Fidelis' which means reliability, trust, truth and dependability. We honor those values — and our commitment to them — by naming ourselves after the ancient root word itself.

Across our company, we speak 29 languages and represent 30+ different nationalities. It's our diversity of background, thinking, talents and skills that allows us to build truly global products for the developers who are driving payments innovation forward.

BENEFITS

We're committed to making Fidel API a fantastic place to work and we go to great lengths to give you what you need to succeed. You'll receive:

• Macbook that you can take home
• Flexible working - opportunity to work from home when you need to
• WFH office budget
• Health Insurance (Medical, Dental, Vision) with 100% premium coverage
• 401k with company match
• Access to training and education platforms (Udemy, Audible, and Headspace)
• Unlimited holidays (you manage your time)
• Annual company off-site (Europe)

At Fidel API, we don't just accept difference - we celebrate it, we support it, and we thrive on it. We're proud to be an equal opportunity employer and we value diversity. We do not discriminate on the basis of educational attainment, race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status - simply, we consider all qualified applicants, consistent with any legal requirements. If you have a disability or special need that requires accommodation, please let us know.

To learn more about us and what life is like at Fidel API, visit our blog or follow us on Twitter(@fidelhq) or Instagram(@fidelapi).

If you think you'd be a great fit, apply today!

To all recruitment agencies: Fidel does not accept agency resumes. Please do not forward resumes to our jobs alias, Fidel employees or any other company location. Fidel is not responsible for any fees related to unsolicited resumes.