Customer Success Manager

About us :

Planet is a leading technology company transforming payments by putting customer experience first.

We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

We're looking for a results-driven Customer Success Manager, ideally with Payments or Fintech experience. You'll be critical in retaining our valued SME customers and ensuring that we maximise customer satisfaction and lifetime value. This is a role for someone who thrives on challenges and is eager to make a real impact on our company's success.

Role Overview

The primary objective of the Customer Success Team is to build relationships with our SME accounts, leading to improved customer lifespan and increased potential of upsell and cross-sell opportunities. Focusing on portfolio growth, customer retention, churn prevention and customer satisfaction, the Customer Success Manager will be responsible for executing pro-active outbound communications as well as receiving and managing incoming customer sales requests.

What you will do

Contract renewals : Coordinate customer contract renewals and negotiation to maximise customer retention.

Upselling of Planet products : Actively upsell products and services to assigned customer base, and identify opportunities to cross-sell new Planet products. Work closely with internal teams to ensure customers are live and transacting within agreed timeframes.

Inbound commercial requests : Cover inbound customer calls and requests for commercial and non-operations purposes. Engage with customers before, during, and after the request is successfully executed for that customer.

Outbound Commercial campaigns : Execute targeted commercial campaigns (e.g., win-back offers, cross-sell, upsell, etc.) via telephone calls or email campaigns and track customer engagement.

Customer relationship management : Take ownership of customer satisfaction within assigned base, covering customer escalations or issues as and when required

Tracking : Record and monitor customer requests diligently in CRM tools to ensure prompt response and resolution.

Who you are

Experience in Customer Success or Customer Support role, ideally from a Payments or Fintech background. Relevant courses / training desired but not required.

C ommercially oriented, strong analytical skills and goal-oriented mindset.

Strong communication and interpersonal skills,

Fluent in English (a second language will be valued), verbal and written.

Ability to manage multiple priorities effectively.

Passion for building strong customer relationships and fostering customer loyalty.

Working Hours : Availability required during U.S. Eastern Time (ET) hours, typically between 2 : 00 PM and 10 : 00 PM or 3 : 00 PM and 11 : 00 PM Madrid time, depending on team needs.

Why Planet :

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.

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