Customer Success Manager

A pioneer and market leader in Embedded Banking Unnax is committed to supporting financial players in designing services and payment experiences that users love.

Headquartered in Barcelona Unnax is at the forefront of the BankingasaService and Open Finance movements in Europe and Latin America. Our mission is to offer banking technology as a service to any company aiming to enhance user experience and operational efficiency. We achieve this through our APIbased regulated solutions covering Bank accounts Payment solutions Open Banking / Finance and more.

A Spanish Electronic Money Institution Unnax is a rapidly growing fintech company holding passports to operate in all European countries.

We are a trusted partner to the top financial industry players and software editors in Europe and we have achieved this by scouting the best talents. Joining Unnax means being a part of an inclusive multicultural and international team.

Unnax is part of the Powens Group thus evolving in an international environment with activities in Spain France and Latin America.

Job Description:

As a CSM you are in charge of customer retention and usage development when the customer is live in production. This position requires the candidate to reside in Mexico City due to the need to be available for inperson meetings and client visits in the area. The Customer Success Manager will be responsible for managing a select portfolio of highvalue enterprise clients working closely with major companies to ensure their needs are met and to drive business growth.

Your missions:

• Be the reference contact for customers for project followup and to ensure the transmission of information internally and externally.
• Provide feedback to product and development teams based on client experiences to drive continuous improvement.
• Analyze the end user experience and propose improvements assist the client for end user adoption and analyze the traffic and usage rampup.
• Analyze results and performance KPIs especially customer satisfaction. Carrying out periodic health checks to avoid churn.
• Develop a customer loyalty strategy to reduce churn.
• Share with customers additional or new features that will be helpful to grow their business.
• Identify additional needs that could lead to upsell / xsell opportunities
• Organize and manage steering & project committees
• Collaborate with internal teams to resolve client issues and escalate as necessary to ensure timely and satisfactory resolutions.
• Collaborate with the integration department to ensure a smooth integration phase for new and existing clients.

Profile and skills required:

• 8 to 10 years minimum of experience as a Customer Success Manager in a SaaS software company (preferably a technical platform) or in an IT company
• Customer oriented with good communication skills previous customer contact experience is a must
• Fluent English and Spanish (written and spoken)
• Comfort establishing credibility with key customer decision makers & influencers
• Needs and customer satisfaction oriented
• Methodical and rigorous
• Previous experience in Fintech/Digital Banking is a plus
• Residence in Mexico City (mandatory requirement)

Unnax is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race color religion sex national origin age disability or genetic information.. If reasonable accommodations are needed for the interview process please let us know what you need and we will do our best to accommodate!