Lead Customer Success Manager, Swan
ESOP packages available
Embedded finance platform
Job no longer available
Embedded finance platform
201-500 employees
Job no longer available
ESOP packages available
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
- You have excellent English. Proficiency in another European language, such as French, German, Italian, Dutch, Spanish or Portuguese, is also required
- You have significant experience as a Lead Customer Success or Lead Care in a B2B environment
- An experience in fintech, payment, banking, start-up/scale-up or another fast-paced work environment would be a plus. This experience will help you better understand the needs of our clients and the industry as a whole
- You have a strong understanding of customer satisfaction and support management
- Strong leadership & team management skills
- You enjoy optimizing internal processes to better respond to our customers. This requires a proactive approach and the ability to think outside the box
- Proven success in building and executing strategies based on your deep knowledge of operations metrics and analytics
- You are a ‘do-er’ and are not afraid to become very hands-on
- You have strong analytical skills and an eye for detail, allowing you to quickly elaborate key findings and make decisions
- You have a sense of production priority and urgency
- You can effectively communicate with internal and external stakeholders with excellent communication skills, especially when explaining our product, process, and business-related questions
- Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door
What the job involves
- We are currently seeking a highly motivated individual to join our team as a Customer Success Lead. This role involves managing our Customer Success Managers and Specialists, a team currently composed of five people
- The responsibilities include dedicating time to production activities, such as handling specific case escalations and managing edge cases, in addition to overseeing the team
- Lead and manage the Customer Success team, providing guidance, mentorship, and coaching to team members
- Drive people management initiatives, including hiring, onboarding, performance reviews, career development, and employee retention
- Oversee operational monitoring, including tracking performance indicators and coordinating live operations
- Assign team tasks, such as handling tickets for priority Tier 1 partners
- Provide training and coaching to enhance team performance
- Monitor service quality and operational execution for continuous improvement
- Outsource operations when appropriate
- Tackle significant challenges related to scaling and optimizing current processes, workflows, and tools in collaboration with the product team
- Ensure the implementation and enhancement of new processes, fostering energy and momentum with various stakeholders to maintain consistent operations
- Develop and implement processes to enhance the efficiency and accuracy of the Customer Success function
- Contribute to documentation related to partners and end-users
- Verify Level 1 controls conducted by the team each month
- Address edge cases escalated by the team
- Ensure cross-team efforts are driven by customer satisfaction
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 with Thomas, our Head of Partner Operations
- A case study & presentation with Thomas, Lydia (Customer Success Manager) and Corentin (Performance Manager)
- An interview with Maxime, our Chief Service Officer
- Meet the Customer Success team
Our take
Swan is a European fintech specialising in embedded banking, which believes it can transform businesses by adding a financial layer. The company's APIs enable 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. It offers an end-to-end, integrated and multi-product experience, and owns the payment and fraud risk, which has garnered the attention of impressive clients including Agricap, Carrefour, Pennylane and Ride.
Swan continues to invest into accelerating its expansion in the European market, developing more banking features that are specialized for a variety of local EU markets. It continues to gain momentum and has raised plenty of funding to support its future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
78% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2025
$48.5m
SERIES B
Sep 2023
$42.7m
SERIES B
Total funding: $115.4m
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 HQ
Porte-Saint-Martin, Paris, France
Leadership
Nicolas Benady
(President & Co-founder)Former CEO of the company. Previously co-founded Antelop Solutions and 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
(CPO & Co-founder)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.
Camille Tyan
(CEO)Previously founded ConnectX, as well as co-founding Marble, Numeral and PayPlug (at the latter of which they were CEO).
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