Subscription has completely transformed the way we consume. For goods and services bought both episodically (computer software, electrical goods, etc.) and regularly (transport, on demand TV, music, contact lenses, etc.), more and more people now prefer to subscribe, as opposed to outright buy. As people are changing the way they consume, the time has come for merchants to enter this new era and to reconsider their business model in order to meet consumer expectations and take full advantage of this new mode of consumption.

Here at SlimPay we believe that payment is an essential step of the customer journey and key to online conversion. Our solution is based on direct debit as this is the most adapted method for paying subscription and recurring payments. Direct debit is not affected by expiry dates and payment limits, and bypasses the need for intermediaries, as the merchant is paid directly from the customer’s bank account.

Founded in 2009, SlimPay is the European leader for payments for subscriptions via direct debit. In addition to processing payments in both EURO and GBP for fixed and variable payment plans, SlimPay provides value-added technologies and services to enable merchants to effortlessly onboard customers, increase customer lifetime value and maximise collected revenue. The company employs over 60 payment specialists spread over 6 international offices and more than 2000 customers (including Deezer, Nespresso, Unicef…) in 34 countries.
Due to our success, we’ve been awarded #1 Deloitte Fast50 2015 and #11 in 2016 and be enlisted ed in KPMG FinTech100 in 2015.

To help us increase Customer satisfaction and quality of service, we’re looking to hire a VP Customer Success.

The Role

The VP of Customer Success is responsible for developing our Customer relationships and shaping our vision for excellence in Customer Success Management. By shortening service implementation and helping our customers master our solutions, she/he will ensure our customers are satisfied with the services they receive and improve upon areas of dissatisfaction.

• As member of the Executive Committee the VP of Customer Success supervise Implementation team, Support team and Account management team. Her/his main responsibilities will be to:
• Establish the practices that optimize customer experience: understanding of what make a customer happy, how to set priorities, how do deal with incidents and how to work under customer pressure.
• Focus on our customers and partners.
• Ensure we implement and improve customer success processes
• Partner with other teams to achieve company goals (Tech, Sales, Finance, Compliance, Marketing)
• Provide Technical and Product Support. (a strong technical background in APIs, SFTP, security, Saas software is required)
• Supervise staff: recruit, inspire and make the whole team improve.
• Define, own, report and forecast key metrics for the team, such as churn and up-sell on running customers

• A minimum of 8 years in customer success management ideally within the B2B software/SaaS space.
• 5+ years experience leading customer-facing organizations and teams.
• An analytical and process-oriented mindset
• Experience of dealing with large Enterprise clients with complex needs, showing empathy for customer need and a passion for revenue and growth
• Proven experience as an influencer, negotiator and consensus-builder
• Experience with Salesforce
• Experience with Zendesk, Confluence and JIRA is a plus.
• A deep understanding of value drivers in recurring revenue business models is a strong plus
• Fluent in English, mastering a supplementary language is a plus
• Enthusiasm and creative leadership skills with the ability to inspire others