About the role: 

As a Senior Customer Success Manager at Fourthline, your focus will be on our strategic and enterprise customers, where your key responsibilities involve ensuring customer retention, driving product adoption and generating and closing up-and cross sell opportunities. You will embody the authentic voice of the customer, comprehending and championing their business needs. Your role is pivotal in translating these insights back into the organization to craft the optimal customer experience. On a day to day basis, you will collaborate with our broader commercial department, Solutions Engineering, Customer Operations, Delivery Managers, Product Managers, Legal, Compliance and other internal stakeholders and take the lead in ensuring a smooth collaboration across these various departments.

Our Customer Success Managers consistently prioritize customer needs, proactively identifying up-sell opportunities, and expertly navigating cross-departmental projects and regulatory complexity. Despite these demanding responsibilities, they still manage to unwind and share a (virtual) cold drink with the team on Friday afternoons. If this resonates with you, you'll find yourself in excellent company. 

Responsibilities: 

• Collaborate with customers to ensure successful adoption, retention, expansion, advocacy, and overall satisfaction of Fourthline’s service offering. 
  • Act as a trusted advisor to our customers, collaborating with internal teams to maximize the value delivered to customers. 
  • Make sure that your accounts become advocates of the relationship, leading to the creation of case studies, references, and referrals. 
  • Proactively address and resolve customer needs and serve as the primary contact for escalated customer issues 
• Thoroughly investigate account requirements, growth opportunities, and upsell potential on an ongoing basis and create and execute account/success plans to drive customer success. 
  • Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with senior management and other senior stakeholders of strategic accounts to assess their needs, to align with strategic directions and setting future strategic objectives. 
  • Deliver detailed presentations of the product roadmap to customers, keeping them well-informed about pertinent new features and enhancements. 
  • Serve as a bridge between customers and the Product team, representing customer feedback in strategic and product decision-making. 
  • Monitor and enhance the overall health status of each customer relationship. 
• Drive the (re)negotiation of contract renewals with strategic accounts in close collaboration with Legal and other internal stakeholders.
• Identify upselling and cross-selling opportunities within existing accounts and driving and closing commercial negotiations around these opportunities.
• Develop and implement best practices for customer growth, ensuring sustained success. 
  • Continually seek ways to optimize internal processes for efficient and scalable operations as our customer base expands. 
  • Improve processes within Customer Success at Fourthline, by sharing valuable experiences that you’ve gained elsewhere. 
  • Work with-and coach more junior members of the wider Customer Success Team and help them become more effective

Background & experience: 

• Highly proficient in English and French (written and spoken); additional language skills are a plus (including but not limited to Dutch, German, Spanish, Italian) 
• 7 - 10 years of experience in customer-facing roles such as account management, sales, or customer success management. 
• Experience in financial services and/or Risk & Compliance industries (FinTech/RegTech experience big plus).
• Solid understanding of (deployment and operating of) SaaS technology.
• Demonstrated track record of collaborating with enterprise customers (preferably in the financial services industry), resulting in increased satisfaction, adoption, retention, and advocacy. 
• Proven track-record in successfully attaining commercial target around upsell, cross sell and renewal.

About you

• Motivated and energetic self-starter.
• Agile and adaptable to working in a fast-paced environment, where there’s paved roads, and ones you pave yourself.
• Ability to cultivate robust customer relationships, manage expectations effectively, and adeptly solve problems. 
• Be able and be confident to communicate effectively with individuals at all levels; from C-level executives to software developers. 
• Competence in presenting, communicating, and collaborating with internal teams. 
• Exceptionally strong analytical skills, utilizing data to drive adoption, identify opportunities, and assess risks, with a proven ability to resolve customer issues. 
• Excellent verbal and written communication skills, coupled with outstanding presentation skills. 
• Willing and available to travel to customers within EU to meet face to face.