Customer Success Manager

About Oradian

More than half the adult population does not have access to financial services. At Oradian we are passionate about financial inclusion. We take a unique approach, focusing on enterprise solution designed for financial institutions who deliver financial services across SE Asia and Africa. The Financial Times ranked Oradian #112 in the FT1000 fastest growing companies in Europe and according to the recent report by #i5invest, Oradian is among the top 20 European startups with a realistic chance to reach the $1B+ valuation within the next 24 months.

Oradian provides a cloud-based core banking platform that is used by over 10m people globally. Flexible and extendable, we support our 50+ institutional customers across 13 countries today and into the future. We help our customers scale in any environment, to think bigger and go further. Our mission is to boost financial inclusion by enabling financial institutions to grow and serve more clients. Our vision is a world where all financial institutions have the tools they need to serve their communities, provide access to financial services and reach more customers. With Oradian, as their trusted core banking provider, our customers have a tangible positive impact at scale on their communities.

As a Customer Success Manager you are responsible for your customers' successful outcomes with our solutions, driving their adoption and the customers' understanding of the value they bring. You are also their advocate in the company, ensuring any issues they might face are resolved swiftly and sustainably.

Responsibilities

• Define and follow up on an account plan with your assigned customers.
• Aim for zero churn. Monitor your customers' churn risk as defined by our health dashboard, escalating when necessary to management.
• Lead on negotiating contract renewal.
• Run regular business review meetings with decision makers and Oradian champions, ensuring customers are knowledgeable about the value the solution brings and are using it as agreed during implementation.
• Hold a relationship with decision makers and key users.
• Drive product adoption by acting as a trusted advisor, demoing all aspects of our solutions and challenging customers to think in new and creative ways that enable them to maximize value of Oradian's services.
• Be the customer's champion within Oradian, working with other teams to get issues resolved quickly and sustainably. Collect and communicate customer insights internally.
• Quarterly travel for client customer visits in Asia and Africa.

Competencies

• At least 5 years experience in customer facing roles (B2B Customer Success/Account Management/Sales) ideally working with high-volume deals.
• Experience in banking or finance more broadly.
• Conceptual, non technical knowledge or a strong curiosity and willingness to learn about APIs and systems integrations.
• Strong communication skills, persuasive and appropriate in cultural context, structured.
• Highly motivated, outcome oriented and autonomous.
• Negotiation skills.
• Confident, empathetic and a team player.
• Excited about the opportunity to play a role in scaling the company. Some experience in this area would be a plus.
• Good understanding of SaaS/subscription-based business models