Customer Success Manager

Who we are Join the fintech revolution with Mambu, the leading SaaS cloud banking platform. We're on a mission to make banking better for a billion people. We're engineering the future of financial services with AI at its core. At Mambu, AI isn't a feature — it's how we're rebuilding banking from the ground up. If you're ready to apply cutting-edge technology to problems that affect millions of people, your next chapter starts here. Learn more here. The CSM is responsible for developing and executing a customer strategy critical for growth and retention, which requires relationship development across Customer Executives and Senior Level Decision Makers. The role will cultivate a deep understanding of their business needs and identify new business opportunities with the goal of enabling the customer to maximise value from their Mambu investment. You will be responsible for driving adoption and usage of Mambu at the customer, stakeholder alignment, and risk mitigation by working in unison with sales executives, technical and product experts, and other supporting team members within Mambu. The CSM must be comfortable consulting with enterprise customer team members across the spectrum from system administrators to Chief Technology Officers (CTO) and Chief Executive Officer (CEO). What you’ll do Build strong customer relationships with practitioners as well as executive sponsors, acting as a trusted advisor for accounts. Be accountable for Customer’s overall success with Mambu, including renewals, expansion, customer health, and satisfaction. Develope individual success plans to ensure Mambu adoption, expansion and advocacy for each of your customers. Conduct quarterly and executive business reviews. Maintain regular and appropriate communication and governance with both internal and external executive teams to ensure alignment and transparency. Work with product management to surface customer requests and help translate customer feedback into product requirements. Provide updates on Product Roadmap and enhancements. Build relationships with strategic partners and technology partners. Make sure our customers get the most out of our product and meet their business needs. What you’ll bring 3-5 years experience in a SaaS business, or within the FinTech sector, specifically in the role of a Customer Success Manager (CSM). Recent experience in a business based on Software-as-a-Service (SaaS) products and services. Proven record of successfully managing long-term relationships with accounts at all organisational levels (C level, IT, Operational). Consistent track record of achieving targets and goals. Proven ability to work across geographic and cultural boundaries with complex customers, involving multiple stakeholders and potential partners/affiliates involved in the ecosystem. Presentation skills in online and in-person setting. Experience handling difficult customers or situations and ability to demonstrate resolutions. Poise under pressure, thrive in a multi-tasking environment and can adjust priorities on-the-fly. You are an excellent communicator in English (fluency in German, Italian or Spanish would be a plus). What you’ll get Join us to shape the future of banking, where your professional growth is equally as valued as your personal well-being. Competitive base salary Company equity for all Learning and development opportunities Hybrid/Remote working (location dependant) 60 day working abroad 4 week paid sabbatical after 5 years service Additional benefits based on location Let's connect! Follow Mambu on LinkedIn for the latest Fintech trends and success stories. Connect with us on Facebook, Instagram, and YouTube to experience our vibrant culture. Explore our mission, values, and the world we're building at mambu.com/careers. Check out our Insights Hub for industry insights, Mambu blogs, webinars, and upcoming events. As part of the recruitment (or HR onboarding) process, you will be required to obtain authorized criminal background and credit screening results, as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results. At Mambu, we encourage all interested candidates to apply, even if they don't meet every listed qualification, as we value diversity and recognize that experience doesn't always perfectly align with job descriptions. We are committed to providing equal opportunities for applicants with disabilities; if you need assistance during the application process, please contact [email protected].