Customer Success Director

Meniga is a leading hyper-personalisation banking platform, providing best-in-class user experiences to over 100 million banking customers across 30 countries globally. Our vision is to enable banking that is genuinely personal, proactive, and valuable to every customer. We're a global team with offices in London, Reykjavik, Warsaw, and Cairo.
As a Customer Success Director, your primary responsibility is to foster and grow relationships with Tier 1 banks, ensuring they derive maximum value from our software solutions. You will work closely with key stakeholders, including C-suite executives, to ensure long-term satisfaction and retention. Your role involves managing complex and end-to-end customer engagement cycles, from initial onboarding through to ongoing account management and renewal. This is a senior and high-profile Individual Contributor role to start with.

To qualify, it is a must that you are in an existing Customer Success role having clear revenue targets for upselling and customer retention.You must also have the track record of selling technical & complex solutions to large enterprises/ banks. To be explicit, this is a commercial but not a Customer Support role. You should be located in Poland, with ability to work from our Warsaw office 2 days a week. Business travel to customers will be required.

Key Responsibilities:

• Build and Maintain Relationships: Develop deep, strategic partnerships with Tier 1 banking clients, ensuring continuous engagement and satisfaction with our software offerings. Your focus will be on understanding their evolving needs and ensuring our solutions align with their business objectives.
• Strategic Account Management: Oversee the entire customer lifecycle, from onboarding through adoption, ensuring successful implementation and integration of our platform within the client’s operations. Regularly review account performance and identify opportunities for expansion and upsell.
• Consultative Engagement: Take a proactive, consultative approach to understanding the specific challenges and goals of each client. Provide tailored solutions that meet their unique requirements and offer guidance on how to maximize the value of our software.
• Sales and Renewal Management: Collaborate with the sales and technical teams to craft proposals, respond to RFPs, and drive renewals. Ensure that all engagements are structured to meet both the client’s needs and our business objectives. Coordinate on-site visits and presentations as necessary to secure continued business and identify opportunities for upselling.
• Project Coordination: Serve as the primary point of contact between the client and our internal teams, ensuring smooth communication and the successful delivery of services. Work closely with the delivery team to manage the handover of projects and ensure all customer expectations are met.

What You’ll Bring:

• Industry Experience: 10 years+ of experience in customer success, account management, or a similar role within the software or FinTech industries, particularly in working with Tier 1 banks. Demonstrated ability to manage complex relationships with multiple stakeholders.
• Consultative Sales Expertise: Proven track record of using a consultative approach to drive customer engagement and success, with a focus on long-term retention and satisfaction. Ability to challenge client assumptions and guide them toward optimal solutions.
• Technical Proficiency: Strong understanding of SaaS solutions, particularly cloud-based technologies, and their application within the financial services sector. Ability to bridge the gap between technical capabilities and business needs.
• Languages - English (required) and French, Italian, Spanish, Arabic (nice to have)

Personal Attributes:

• Self-Starter: You are proactive and capable of working independently, with a strong ability to build connections and communicate effectively with stakeholders at all levels, both internally and externally.
• Team Player: You possess a collaborative mindset and a positive attitude, consistently working well with colleagues across various departments and with clients worldwide, even during challenging phases of projects.
• Detail-Oriented: You have a keen eye for detail, particularly in organizing and managing processes. You excel in multitasking, effectively handling multiple client interactions and projects simultaneously.

What we offer:

• Financial Rewards: B2B contract with a competitive salary, performance-based bonuses, and ESOPs.
• Health and Benefits: Private healthcare, fitness allowance, and leave benefits.
• Supportive Work Environment: Work-life balance, hybrid working, meal allowance, team-building events, and reimbursement for internet/phone subscriptions.
• Growth Opportunities: International projects and career advancement.