Customer Success Manager

Summary

Join Bitpanda as a Customer Success Manager and build lasting relationships with VIP B2C customers. You will be responsible for driving customer satisfaction, adoption, and growth while working closely with various teams. Leverage data insights to proactively manage customer KPIs and identify opportunities for improvement. Present tailored solutions to meet evolving customer needs, ensuring both customer and business value. This role requires a strong profile as a Customer Success Manager with proven analytical skills and experience in delivering value against KPIs. Native German and fluent English are essential, with additional languages a plus. Bitpanda offers a flexible working model, competitive benefits, stock options, and opportunities for professional growth.

Requirements

• Hold a strong profile as a proven Customer Success Manager, Sales Manager, Digital Customer Success Manager, Account/Relationship Manager or equivalent who is passionate about the customer, the product and your peers
• Demonstrate an understanding of business and customer KPIs with a track record of delivering value against those while being able to draw on strong analytical skills, ability to convert data to actionable insight, success plans and deliverables
• Ability to lead from within and create momentum and engagement to take actions to deliver customer/business results while building internal and external relationships. Work independently, take appropriate responsibility for actions and make sensitive decisions
• Native German speaker with fluency in English. Ability to communicate in a clear, engaging and professional manner

Responsibilities

• Provide unrivalled Customer Success Management by building strong relationships while focusing on delivering both customer and business outcomes
• Attend and host local events, representing the company in the highest possible regard, ensuring user satisfaction and post event follow-up to realise ROI
• Leverage our data and insight, ‘horizon scanning’ to intervene at critical moments in the customer journey. Proactively manage and improve customer and business KPIs for your accounts, such as trade activity, deposits, withdrawals, product adoption, CLTV, NPS, CSAT to identify trends and increase share of customers' wallets
• Actively identify opportunities and proactively present tailored solutions that align with customers' evolving needs, driving additional value for both the customer and the business
• Comprehensive knowledge of brand, site, promos and rewards. Maintain a level of commercial and industry awareness whilst ensuring the company meets all responsible standards

Preferred Qualifications

• Other languages are a plus
• Having an interest and knowledge of crypto with previous experience in a crypto or gaming environment is advantageous

Benefits

• We're proud of our flexible working model that includes 2 days (minimum) working from the local Hub, plus 60 Work From Anywhere days annually
• Total compensation package including participation in our Bitpanda stock option plan
• Competitive benefits programs and policies shaped by our flexibility-first philosophy
• Exclusive premiums when trading on Bitpanda
• Company-wide and team events — both in-person and virtually!
• Bitpanda swag to keep you living the brand
• And, above all, the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform