Senior Customer Success Manager

At Mambu, we believe that banking and financial services can change the world for the better. We also know that inflexible systems are slowing innovation and limiting impact. We’re on a mission to change that, to make banking work better for everyone. 

Join us as we bring banking and financial services technology into the digital-first world. Where our best-in-class, cloud-banking platform is igniting financial change globally. Where we are enabling our customers to build great banking experiences for their customers; in a faster, more flexible and more dependable way than ever before. 

If this mission drives you, if you are bold, curious, customer-obsessed and ready to embrace a challenge, then we want you on our team. 

At Mambu our people are the foundation! We prioritise continuous learning and development to empower Mambuvians for success and growth. We provide a learning budget by function for professional development and offer a comprehensive L&D program that enhances both technical expertise and soft skills.

Let’s rewrite the rules of banking together!

As a Senior Customer Success Manager your role is to offer an excellent partnership experience to Mambu’s enterprise level customers. This role is critical for developing and executing customer strategy to ensure growth and retention. 

The role will cultivate a deep understanding of customer business needs and identify new business opportunities with the goal of enabling the customer to maximise value from their Mambu investment.  You will be responsible for driving adoption and usage of Mambu at the customer level and ensuring stakeholder alignment and risk mitigation. In order to do this you will work in unison with sales executives, technical and product experts, and other supporting team members within Mambu.

The Senior CSM must be comfortable consulting with enterprise customer team members across the spectrum from system administrators to Chief Technology Officers (CTO) and Chief Executive Officer (CEO). 

What you will be working on

• Build strong customer relationships with practitioners as well as executive sponsors, acting as a trusted advisor for accounts
• Understand customer’s business issues, desired business outcomes and recommend solutions accordingly
• Responsible for managing the full lifecycle of the customer with Mambu including renewals, expansion, customer health, and satisfaction
• Develop engagement plans with your customers to ensure consistent, meaningful communication that drives alignment and transparency
• Develop individual success plans to ensure Mambu adoption, expansion and advocacy for each of your customers
• Conduct regular and executive business reviews 
• Serve as the liaison between the customer and Mambu product management to help translate customer feedback into product requirements
• Provide updates on Product Roadmap and enhancements
• Monitor customer health metrics, track success KPIs, and regularly report on customer outcomes to leadership
• Assist in the development of customer success playbooks and resources
• Making sure our customers get the most out of Mambu to meet their business needs

• Extensive experience in Customer Success Management within a SaaS business and/or the fintech sector
• You are an excellent communicator in English and Thai, additionally Vietnamese language skills would be an asset
• Strategic thinker who can take both short and long-term business objectives and execute on a tight tactical plan to achieve
• The ability to thrive in a variable and demanding environment and can adjust priorities on-the-fly
• Proven record of successfully building and managing long-term relationships with Enterprise customers at all organisational levels (C level, IT, Operational)
• Consistent track record of achieving targets and goals
• Proven ability to work across geographic and cultural boundaries, to work with complex customers, involving multiple stakeholders and potential partners/affiliates involved in the ecosystem
• Proven experience in identifying risk and expansion opportunities with an ability to work with a diverse range of  internal stakeholders to present solutions
• Demonstrable experience in navigating challenging customer problems and can clearly devise and articulate solutions
• Exceptional organisational, presentation, and communication skills, both verbal and written

Your future

We aim to be the leading cloud-banking platform, powering the future of banking and igniting financial change globally. If you want to join a collaborative, inclusive team of experts changing the lives of billions, this is where you belong.

Let's connect!

Follow Mambu on LinkedIn for the latest Fintech trends and success stories. Connect with us on Facebook, Instagram, and YouTube to experience our vibrant culture. Explore our mission, values, and the world we're building at mambu.com/careers. 

Follow the work of our Product and Engineering teams as they continuously make our products and platform bigger, better, faster and stronger. Check out our Medium Product & Tech Log.

As part of the recruitment or HR onboarding process, you will undergo background check screening. This includes a criminal background check and a review against sanctions, anti-money laundering, counter-terrorism financing, and politically exposed persons screening services. Your employment is conditional upon the successful approval of these results.

Don’t meet every single requirement? Studies have shown that many job seekers (including women, people of colour and people from diverse backgrounds) are reluctant to apply to jobs unless they meet every single qualification. 

Here at Mambu we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Mambu is committed to working with and providing equal opportunities to people with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, and are in need of a reasonable adaptation of the process to accommodate your needs, please contact us at talent.acquisition@mambu.com and let us know how we may assist you.

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