About finmid

finmid's mission is to enable software companies to reimagine how their business customers access capital. By productizing the complexity of financial services, finmid empowers companies to offer financial services where FinTech isn't the mission but enables the mission. More about who we are and what we do here.

About the opportunity

We are seeking a Customer Success Manager (B2B), based in Berlin or remotely. If you're passionate about driving customer success and are looking for a dynamic and fast-paced environment, this opportunity is for you!

As one of the first, dedicated Customer Success team members, you will have the opportunity to shape the future of customer success at our company by providing strategic leadership, operational excellence, and a deep understanding of our customers' needs.

In this role, you will:

• Build and maintain strong relationships with customers, understanding their unique needs and goals, and serving as their main point of contact and trusted advisor.

• Represent the customer internally as a stakeholder for product, risk, operations, and other internal teams to ensure customers are always central to what we do.

• Lead and facilitate Monthly Business Review (MBR) and Quarterly Business Review (QBR) meetings with customers to assess their needs, review progress, and align on future goals.

• Work closely with customers to identify growth opportunities, aiming to increase volumes and our share of their business.

• Anticipate customer requirements and challenges, work towards a (re)solution by acting on data-driven insights and strategic knowledge.

• Develop and execute tailored growth strategies for each customer, ensuring alignment with their objectives and our capabilities.

• Create comprehensive playbooks for Customer Success Managers (CSMs) and Customer Support teams, outlining best practices, escalation procedures, and engagement strategies to ensure a consistent and high-quality customer experience.

• Develop and refine our service model, defining how we serve our customers across different touchpoints and stages of their journey.

• Lead customer implementation, coordinating with internal teams to ensure a smooth and efficient onboarding process.

• Ensure the service model aligns with our overall business goals and customer needs, making adjustments based on feedback and performance metrics.

What you need to be successful:

• 3-6 years in a customer-facing role, specifically with business customers (B2B).

• Prior experience in Technology, Fintech, or Financial Services industries, with a focus on customer success, account management, or similar customer-facing roles in a B2B context.

• Customer-centric approach, with excellent communication and interpersonal skills.

• Ability to build trust and rapport with customers, understand their needs, and effectively convey our value proposition.

• Demonstrated ability to work independently and collaboratively in a fast-paced, cross-functional environment, with a strong focus on results and customer satisfaction.

• 'Can-do' attitude, along with an optimistic and solution-oriented mindset, fosters a collaborative and proactive approach to challenges.

Benefits

• We see ourselves as “distributed first” but also have a beautiful office in Berlin where you can work.

• We are flexible and cover whatever you need to be as productive as possible.

• Home office stipend.

• 30 days vacation.

• Meaningful equity.

• Open-minded and transparent culture that includes regular get-together meetings (e.g. All Hands, Brown Bag Lunch, Offsite).

We're looking for people with passion, grit and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. We welcome diverse perspectives and people who think out of the box and aren't afraid to challenge assumptions. Join us.