Customer Success Manager, Swan
Netherlands
3+ days a week in office
Embedded finance platform
Open for applications
Embedded finance platform
201-500 employees
Open for applications
3+ days a week in office
201-500 employees
Company mission
To empower all kinds of digital companies to transform their UX and start embedding banking features within minutes.
Role
Who you are
- 2 - 5 years of experience as a Customer Success Manager in a start-up/scale-up or another fast-paced work environment
- Technical skills: technical background/coding Bootcamp / experience with APIs
- Ability to understand and articulate technical concepts, and translate them into industry- or business-relevant terms
- Passion for startups, new technology businesses and Fintechs
- Flexibility with changing requirements in an evolving and fast-paced environment
- An experience in an international / European environment would be a plus
- Strong interpersonal skills, excellent team player and fun to work with
- Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door
- Excellent working abilities in English and Dutch
What the job involves
- Swan is looking for a Customer Success Manager, to join its operations team
- This position could be based in our Amsterdam or Paris office
- Operations are a key pillar to Swan’s success
- Their mission is to provide a flawless end-to-end customer experience
- This team includes our Customer Success Managers, Technical Account Managers, Technical Writers as well as our KYC teams
- These folks are all about customer obsession and making sure Swan offers the smoothest, most elegant BaaS experience out there!
- As a Customer Success Manager, you will manage a portfolio of partners throughout their life with Swan
- You will be an expert on Swan products and ensure that the relationship between Swan and its clients is a success from an operational point of view
- Manage a portfolio of partners across the European market
- You will nurture relations with our partners (customers), advise our clients on how to optimise product usage, provide solutions to different use cases, and escalate feedback to our Product team
- Managing customer relations via email and video call: Being the first point of contact customers, you will be responsible for providing timely and helpful responses to their inquiries and requests
- You will have to empathize with their situations and find the best solutions to their problems
- Answering all questions about the product, processes and operational issues
- Understand our customer’s needs, monitor key metrics on your accounts and initiate and follow up on action plans to improve customer satisfaction
- Identify and engage champions/client ambassadors, key contacts for each topic, and the Partner Ops structure
- Maintain great relationships with existing and new partners
- Create training courses/pathways in collaboration with different teams (Technical Writer, Product team…)
- Train our partner teams and improve our training
- You will be the point of contact for the partner's Ops (Support, CSM, Onboarding) and Product teams
- Participate in live partner pipeline reviews
- Analyse your portfolio and take proactive actions to improve operations with partners (Continuous training, new process…)
- Conduct Ops reviews
- Effectively work cross-functionally across the organization to shape Swan’s solutions to meet our partners’ needs
Application 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 our Lead Customer Success and Head of Partner Ops
- A case study and meet the Customer Success team
- An interview with our Chief Service Officer
Our take
Swan believes its services can transform a business by adding a financial layer. Swan’s APIs enable European companies to integrate banking services into their own digital product: embedded finance.
While not alone in the fintech industry, the company stands out by squarely targeting SaaS platforms, marketplaces, and other fintechs with its embedded finance products. The company, offering an end-to-end, integrated and multi-product experience coupled with the fact it owns the payment and fraud risk, has garnered the attention of impressive clients including Agricap, Carrefour, Pennylane and Ride.
The company has invested into accelerating its expansion into the European market by developing more banking features that are specialized for a variety of local EU markets and enhancing the platform’s functionality with a self-service offering. Swan is gaining momentum with its expansion efforts and is well set to remain on this path.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Sep 2023
$39m
SERIES B
Jul 2021
$16.9m
SERIES A
Total funding: $61.1m
Company benefits
- ESOP packages available
- Flexible remote policy
- Swan encourages you to have fun staying fit, thanks to partnerships with Classpass & Gymlib
- Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reconnect, deep-dive into big topics, and relax
- The best health insurance
- We provide a Swile card to cover your meal on work days
- Extra holidays (RTT)
Company values
- Be human: Be straightforward, transparent, and sincerely care. It’s all about integrity and doing the right thing
- Ambition: We’re in this for the long game. We want to transform the entire market, and be the engine for Europe’s next tech champions!
- Collaboration: We believe in the power of collective intelligence. We love to challenge others’ ideas and be challenged in return. May the best ideas win
- “Move fast, don’t break things”: If we must choose between security and going fast, we choose security. We are in banking, after all
- Make everything simple: Simplicity
Company HQ
Porte-Saint-Martin, Paris, France
Articles
Leadership
Nicolas Benady
(CEO)Previously co-founded Antelop Solutions and, earlier, PriceMinister. Acted as Product Manager for French Market of VISA Europe, President of Limonetik, IT Project Manager for AXA Cessions, and was a Team Member for Endless Winter.
Nicolas Saison
(COO)Previous experience as Vice President of Product for Payboost, Digital IT Manager for AXA France, Payment Project Director for Limonetik, and as a Developer and Risk Manager for AXA.
Mathieu Breton
(CTO)Previously co-founded and acted as CTO for JS-Republic. Experience as Senior Software Engineer for Xebia France, Software Engineer for BT Global Services, and Web Developer for éQuin gestion.
Salary benchmarks
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Diversity, Equity & Inclusion at Swan
- 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. We are actively seeking partners who can help us to always strive to be a more supportive and welcoming company for all. Swan is proud to have launched a partnership with 50intech to boost our diversity and inclusion efforts
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