Senior Customer Success Manager

Hastee is an award-winning fintech start-up providing a market-leading financial well-being solution. Our platform allows workers to get paid flexibly at any time of the month, provides money management and budgeting support, and helps them save sustainably.

We deliver this in a B2B2C model, selling our solution to major employers, who in turn offer the Hastee app as a corporate benefit to their staff. Our revolutionary technology is designed to improve the productivity of the workforce and in turn, their organizations, and we are proud to have an NPS of 76 and 4.8/5 rating in the Apple Store and Google Play. Unsurprisingly, we’ve already won over 300 amazing clients, including McDonald’s, PayPal, and the NHS, and are now on a fantastic growth journey.

Hastee was founded with a socially driven mission and has offices in Barcelona, London, Bogota and Warsaw. We are backed by some of the leading fintech investors and are playing a crucial role in supporting workers affected by the cost-of-living crisis.

As a Senior Customer Success Manager at Hastee, you will be a key advocate for our clients, ensuring their adoption, engagement, and success on our platform. You'll be given a portfolio of some of our largest customers and will work with them to understand their needs, offer strategic guidance, and build strong relationships. Your expertise in both financial technology and client relationship management will be crucial in driving customer satisfaction, retention, and growth. 

Your role will entail the following:

• Building strong, long-lasting relationships with senior stakeholders at some of our largest clients, establishing excellent trust and rapport
• Conducting regular business reviews with clients to assess performance, gather feedback, and identify opportunities for improvement and expansion.
• Reviewing and analysing data on the performance of your portfolio, and use this to showcase the value Hastee is bringing to your clients
• Build communication plans for your clients to drive awareness about Hastee among their workforce
• Serving as the voice of the customer internally, providing valuable insights to our product team for continuous platform improvement
• Proactively identifying potential issues or roadblocks that might affect client satisfaction and work with our support and tech teams to address them promptly.
• Collaborating with our onboarding and sales teams to ensure a smooth launch of new key clients that will form part of your portfolio
• Mentor and provide guidance to junior members of the Customer Success team, sharing your expertise and knowledge

Requirements for the role:

• Bachelor’s degree in Business Administration, Marketing, Finance or a relevant field
• Proven experience (4+ years) in a Customer Success or Account Management, preferably in a B2B fintech, SaaS, or technology environment.
• Bilingual English / Spanish
• Exceptional ability to influence and build strong relationships with senior stakeholders 
• Strong strategic vision in the way you work, combined with the ability to conduct deep dive analyses when necessary
• Impeccable written and verbal communication skills 
• Willingness to travel to meet with your clients in person

You will be a fantastic candidate for this job if the following applies to you:

• You’re highly self-motivated, proactive, and have a willingness to pull up your sleeves to get things done
• You have the ability to ‘think cross-functionally’ and work with various internal teams to support your clients’ success
• You have strong commercial and analytical skills to monitor, measure, and report on customer performance and analyze trends, issues, and needs within your portfolio.
• You get excited when you see challenges and are creative in finding ways to overcome them
• You’re exceptionally curious and have the ability to learn quickly – whether that is about the technical aspects of our platform or the strategic priorities of your clients

You’re incredibly excited to be working in a fast-paced, international, high-growth fintech start-up where you can have a real impact on people’s financial wellbeing

Our culture:

• We take pride in and care about the quality of your work
• The customer comes first and consumer outcomes are key
• We succeed together and working collaboratively
• We experiment and innovate to make things better or to find solutions to new obstacles
• We learn every single day and share this knowledge with others

 Our benefits:

• 23 days annual leave + 3 days extra over Christmas 
• Hybrid working (a mix of working from home & our office)
• Work from anywhere in the world for 4 weeks a year
• Access to Cheque Gourmet, Tarjeta Transporte & Cheque Guarderia 
• Budget to kit out your ‘office at home’
• Access to reduced-cost full health & dental insurance
• Benefits, discounts & deals through our rewards partner
• … and of course: Access to the Hastee app, allowing you to flexibly access your earnings, see money management and budgeting tips, and use our savings functional