Customer Success Team Manager DACH

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Customer Success Team Manager DACH, Berlin

Our Customer Success (DACH) team in Berlin provides the best experience to our portfolio of mid-sized, fast-growth merchants. We achieve this using a pooled Account Management approach focusing on efficiency and proactivity, regularly reaching out to our merchants to ensure account health as well as identify additional service opportunities, such as international payment methods, fraud management services, or point-of-sale opportunities. With a strategic mindset and hands-on approach, this team drives growth and retention in our Dutch portfolio as we scale.

Here are some examples of your team's responsibilities: 

•   Demonstrate value, drive (commercial) growth, show impact to merchants 
•   Accelerate product adoption
•   Consult and train key stakeholders 
•   Build strong relationships with your team's merchants
•   Work closely with the other teams to determine new features for merchants based on their needs 
•   Manage time-sensitive, cross-functional initiatives and projects in a fast-paced, highly entrepreneurial environment

What you'll do

We're looking for an experienced and motivated leader for our Pooled Account Management team. You will build, mentor, and coach managers and their direct reports who are responsible for growing strategic merchant relationships and payments revenue. You are comfortable streamlining team operations, encouraging effective collaboration, and engaging with executives at all levels. As a critical role in the continued success of our DACH operations, you will help to iterate our culture and build an amazing team environment that will create future leaders for Adyen.

As a Manager of Pooled AM, your role and some of your responsibilities will include:

•   Team management: you are lucky to start with a great team and they deserve a leader, committed to help them grow and give their best. You will coach, motivate, manage workload and keep the work fair and fun; Create and maintain an inspiring and collaborative team environment with an open communication/feedback culture.
•   Hire, develop and retain diverse talents in line with Adyen culture and required skills: the team needs to keep growing to support our commercial and strategic ambitions;
•   Lead the day to day: when needed, get involved in merchant escalation calls or critical negotiations;
•   Co-define and monitor Commercial OKRs achievement every year on a portfolio and team level;
•   Responsible for Commercial Success for the DACH portfolio;
•   Responsible to provide a great customer experience that is evaluated by our Net promoter score (NPS); 
•   Align and collaborate with local Marketing, Sales, Partnership & Account Management to provide outstanding Customer Experience to merchants; 
•   Drive initiatives and projects together with global and local AM leadership to strengthen our efforts towards automation, smarter usage of commercial tools and "Account Management at scale" to achieve higher productivity and increased customer satisfaction for our Account Management function at large;

Who you are

•   8+ years of experience in a customer-facing B2B role, preferably Account Management/Customer Success/Sales; and 4+ years of experience managing people and enjoying helping develop others. Experience in the Payment industry is a plus.  
•   You have experience in leading hiring processes and can identify talents 
•   You have a genuine interest and technical aptitude / understanding of our products & industry
•   You like thinking big picture and scale and you want to be part of further shaping our AM Service level proposition
•   You know what DEI means and you have ideas on how to take it into account in your decision-making process continuously
•   You have good leadership and interpersonal skills: you listen, you have empathy, you can communicate effectively and convince when necessary
•   You have a proven commercial edge and strong negotiation skills, good judgment and consultative acumen
•   You are completely fluent in both German and English.

Our Diversity, Equity and Inclusion commitments 

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you're from, we welcome you to be your true self at Adyen. 

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application

What's next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don't be afraid to let us know if you need more flexibility.

This role is based out of our Berlin office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.