Team Lead Customer Success

This is Adyen

Adyen is the payments platform of choice for the world's leading companies, delivering frictionless payments across online, mobile, and in-store channels. Our team members are motivated individuals that help each other do remarkable things every day. We face unique technical challenges at scale and we solve those as a team. And together, we deliver innovative and ethical solutions that transform the way the world pays.

We took an unobvious approach to starting a payments company, building a platform from scratch. Now, Adyen serves the world's brightest companies like Facebook, Uber, L'Oreal, Casper, Bonobos, and Spotify.

 
Team Lead Customer Success
 
Our Customer Success department provides the best experience to our portfolio of mid-sized, fast-growth merchants. Around a year ago the decision was made to localise several CS teams in key European markets to better service our local merchants. 
 
The CS DACH team is based in Berlin and it has currently 4 brilliant and devoted Customer Success Managers looking for their new team lead. 
 
Here are some examples of your team's responsibilities; and your can find more details of the Customer Success Manager role from here here
  • Accelerate product adoption
  • Consult and train key stakeholders 
  • Demonstrate value, drive growth, show impact to merchants 
 
What you'll do
 
As the Head of Customer Success, your role and some of your responsibilities will include:
  • Team management: you are lucky to start off with a great team and they deserve a leader committed to help them grow and give their best. You will coach and support, manage workload and keep the work fair and fun.
  • Hire, develop and retain diverse talents: the team needs to keep growing to support our commercial& strategic ambitions. 
  • Lead the day to day: you should not be afraid to get involved in operational tasks and support the team where needed in merchant escalation calls or critical negotiations. 
  • Co-define and monitor Commercial OKRs achievement on a yearly basis: you are in charge of "goal setting" and KPI follow-up on a team and individual level
  • Align and collaborate with local Marketing, Sales, Partnership & Account Management to provide outstanding Customer Experience to merchants in your portfolio
  • Drive initiatives and projects together with other CS Leads to strengthen our efforts towards automation and "Account Management at scale”
  • Optimise the CS way of working via a smarter usage of commercial tools to achieve higher productivity and increased Customer Satisfaction

Who you are

  • You have experience in managing people and you enjoy helping others grow and get better at their jobs
  • You have experience in leading hiring processes and can identify talents who would be a match for Adyen and the team
  • You have proven experience (at least 3 years) in a customer-facing role, preferably Account Management/Customer Success/Sales…and B2B is better 
  • You have a genuine interest and understanding of our products & industry
  • You like thinking big picture and scale and you want to be part of further shaping the Customer Success Service level proposition
  • You can connect the dots and define success for your team in order to meet Adyen’s overarching goals and ambitions
  • You know what DEI means and you have ideas on how to continuously take it into account in your decision making process
  • You have good leadership and interpersonal skills: you listen, you have empathy, you can communicate effectively and convince when necessary
  • Ideally you are fluent in German or have a very command of the language (C1 or equivalent)

Our Diversity, Equity and Inclusion commitments

Our unobvious approach is a product of our diverse perspectives. This diversity of backgrounds, cultures, and perspectives is essential in helping us maintain our momentum. Our business and technical challenges are unique, we need as many different voices as possible to join us in solving them - voices like yours. So no matter where you’re from, who you love, or what you believe in, 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. Sounds 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 3 business days. Our interview process tends to take between 3 or 4 weeks to complete. Don’t be afraid to let us know if you need more flexibility.


The Adyen Formula

How we work together is guided by the Adyen Formula. These eight principles are not constant – but constantly evolving to keep pace with our merchants, our business and the growth of the team.

Learn more ›
Commercial careers

Our sales, marketing, design, and content teams increase awareness about our product, guide companies through the complex payments landscape, helping them find the best solution for their business.

More about Commercial ›

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