Customer Success Manager

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Date: May 21, 2025

Company:

Location:

Dalgety Bay, GB, KY11 9JU

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators, and fintech customers, our world-class terminals, solutions, and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is at the core of Ingenico's approach and culture, inspiring our diverse community of experts who help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are fundamental to everything we do.

Purpose of the job

As a Customer Success Manager, you will foster positive relationships with our customers and ensure their success with our products and services. You will serve as a primary point of contact, working closely with customers to understand their business objectives, provide guidance, and promote adoption and utilization of our offerings as per the contract. Your role includes delivering on contractual obligations, monitoring SLAs, MI reporting, and leading face-to-face review meetings with customers.

Main Mission & Expected Results

• Build strong, long-term relationships by understanding customer needs, goals, and challenges.
• Act as the main contact for inquiries, issues, and escalations, ensuring prompt resolutions.
• Ensure appropriate service levels are maintained, including SLA management.
• Collaborate with sales, product, and support teams to drive customer success.
• Monitor customer health and engagement, identify upsell or cross-sell opportunities, and drive account expansion.
• Conduct regular business reviews, gather feedback, and identify improvement areas. Produce monthly service reports using information from all service units.
• Represent customer needs internally to inform product and service improvements and roadmap planning.
• Stay informed about industry trends, best practices, and competitors to offer valuable insights to customers.
• Communicate proactively, set expectations, and follow through on actions.
• Work with other departments to meet SLAs.
• Support strategic Account Planning, collaborating with KAM and Business Development SMEs.
• Prepare and oversee propositions and Offer Reviews, ensuring adherence to DOA's.
• Use standard company tools and processes effectively.
• Provide regular reports on portfolio progress and client satisfaction.

Core skills

• Experience in customer-facing roles such as customer success, account management, or sales.
• Strong communication and interpersonal skills to build rapport and influence stakeholders.
• Excellent problem-solving and analytical skills to understand customer needs and develop solutions.
• Ability to manage multiple accounts, prioritize, and meet deadlines.
• Familiarity with CRM systems and customer success platforms is advantageous.
• Knowledge relevant to the industry or domain is a plus.
• Customer empathy and relationship management skills.
• Proven customer-facing experience is essential.
• Persuasive communication skills to articulate value and resonate with clients.
• Capability to develop strategic account plans for long-term objectives.
• Team-oriented and collaborative mindset.
• Curious, energetic, and innovative approach.
• Strong skills in Excel, and PowerPoint.

Deep understanding of our environment, products, and services