Senior Customer Success Manager

Amsterdam, North Holland   |   Full Time

Chargebee is a subscription billing and revenue management platform powering some of the fastest-growing brands around the world today, including Calendly, Hopin, Pret-a-Manger, Freshworks, Okta, Study.com, and others. Thousands of SaaS and subscription-first businesses process over billions of dollars in revenue every year through the Chargebee platform. 


Headquartered in San Francisco, USA, our 500+ team members work remotely throughout the world, including India, the Netherlands, Paris, Spain, Australia, and the USA.  


Chargebee has raised over $230 million in capital and is funded by Accel, Tiger Global, Insight Partners, Steadview Capital, and Sapphire Ventures. And we’re on a mission to push the boundaries of subscription revenue operations. Not just ours, but every customer and prospective business on a recurring revenue model.


Summary

We need a Senior Customer Success Manager who can be our customers’ trusted advisor. Part subscription billing educators, part recurring revenue consultants, and part Chargebee advocates, the Senior Customer Success Manager bridges the gap between the solution that Chargebee is building and the problem that the world is solving with it. The Customer Success Manager will also build lasting relationships with customers and ensure that our customers are successful.


Customer Success requires you to be:

• A trusted advisor: You have to be an exceptional relationship builder who’s a subject matter expert in the subscription billing space. You have to hand-hold the customer throughout their journey with Chargebee.

• A proactive problem-solver: You have to ensure that our solutions work in the long term. Businesses are always evolving, you have to anticipate and solve problems for our customers.

• A good companion: Subscription billing is complex. You need to be like a teacher. Educate our customers and help them succeed. And never say no.


On a typical day, you might:

• Be the account manager for your customers.

• You’ll be their go-to-person.

• Train and on-boarding customers post-sales.

 • Build a relationship with your key accounts and the stakeholders and ensure customers have the optimal experience with Chargebee. 

• Provide level-1 application support.

• Do an in-depth analysis of your customers and suggest improvements to the billing setup.

• Conduct quarterly business reviews with your customers.

• Initiate regular meetings with your customers.

• Showcase newly released features and maximize the usage of relevant features.

• Share the product roadmap with the customer on when needed and help the product team with early feedback.

• Collect customer requirements/feedback and bring that back to the product and engineering team.

• Monitor user/account health score.

• Be the escalation point when the need arises for support and billing-related issues.

• Document and provide customers with best practices.

• Identify upsell opportunities and ensure renewals.

• Control churn.


Must have

SaaS experience, CS/AM experience, mastery of German, fluency in English


Good to have

Tech background, experience in the fin-tech industry


What makes us who we are:

We are Globally Local: With a diverse team across four continents, and customers in over 60 countries, you get to work closely with a global perspective right from your own neighborhood.


We value Curiosity: We believe the next great idea might just be around the corner. Perhaps it’s that random thought you had ten minutes ago. We believe in creating an ecosystem that fosters a desire to seek out hard questions, figure out answers to them, and foster a continuous learning environment.


Customer! Customer! Customer!: Everything we do is driven towards enabling our customers’ growth. This means no matter what you do, you will always be adding real value to a real business problem. It’s a lot of responsibility, but also a lot of fun.


If you resonate with Chargebee, have a monstrous appetite for curiosity, and an insatiable urge to learn and build new things, we’re waiting for you!

We value people from all backgrounds and are dedicated to hiring and employing a diverse and inclusive workplace.


Come be a part of the Chargebee tribe!

Chargebee might be the opportunity you’re looking for

  • If you’re interested in how subscription businesses can get more efficient.
  • If you’re hungry to give and receive feedback, fully understanding that challenging perspectives are the only way that you can grow.
  • If you can bring empathy to problem solving.
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

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