Enterprise Customer Success Manager (English/Spanish Speaker)

• FreedomPay is seeking a bilingual Enterprise Customer Success Manager (English/Spanish) to manage a portfolio of strategic enterprise customers across global markets
• This role combines strategic relationship management with hands-on operational ownership to ensure customers receive exceptional service, achieve their business objectives, and maximize value from their partnership with FreedomPay
• Serve as the primary strategic advisor and trusted partner for a portfolio of enterprise and global customer accounts, building relationships with stakeholders at all levels, including executive leadership
• Develop and execute customer success strategies that drive adoption, retention, customer satisfaction, and long-term business growth
• Conduct regular business reviews, provide consultative recommendations, and align FreedomPay solutions to customers’ evolving business objectives
• Manage day-to-day operational activities across customer accounts, including issue resolution, escalations, onboarding, change management, and ongoing account support
• Collaborate cross-functionally with Sales, Product, Operations, Support, and Implementation teams to deliver exceptional customer outcomes and ensure alignment on customer priorities
• Act as the voice of the customer by identifying risks, gathering feedback, advocating for enhancements, and driving continuous service improvements
• Leverage AI-powered tools, automation, and data-driven insights to improve customer engagement, operational efficiency, reporting, and scalability across customer success processes
• Identify opportunities for account growth and expansion while partnering with sales teams to support renewals, upsell initiatives, and strategic account planning
• Maintain expertise in FreedomPay’s products, payments ecosystem, and industry trends to provide trusted guidance and thought leadership to customers
• Travel up to 20% as required to support customer meetings, business reviews, and industry events

Benefits

• Flexible work environment
• Company-wide Bonus Plan based on shared performance results
• Start-up environment focused on innovation and growth
• Work with the best teams and thought leaders in the industry
• Culture that encourages everyone to be their best self
• Comprehensive healthcare benefits

• The ideal candidate is equally comfortable engaging executive stakeholders, coordinating cross-functional initiatives, managing day-to-day operational activities, and driving customer-focused process improvements in a fast-paced environment
• Fluent in English and Spanish, with the ability to conduct customer meetings and business reviews in both languages
• Minimum of 7+ years of experience in Customer Success, Strategic Account Management, Consulting, Relationship Management, or a similar customer-facing role
• Experience managing enterprise, strategic, or global customer accounts within a SaaS, technology, fintech, or payments organization
• Demonstrated success working with executive-level stakeholders and influencing decision-making across complex organizations
• Bachelor’s degree in Business, Technology, Communications, or a related field, or equivalent professional experience
• Ability to travel up to 10-20% domestically and internationally as business needs require
• This role is based in our London office and follows a hybrid work model, with team members expected to work onsite a minimum of two days per week
• Proficiency with CRM platforms, customer success tools, and data-driven account management practices
• Self-motivated, highly organized professional who thrives in fast-paced, customer-focused environments and can effectively support multinational customers
• Experience leveraging AI-powered tools, automation, and analytics to improve customer engagement, operational efficiency, and business outcomes
• Experience driving customer retention, adoption, satisfaction, and growth within complex customer environments
• Demonstrated problem-solving and project management capabilities, including successfully navigating complex customer issues and cross-functional initiatives
• Experience working within the payments, fintech, commerce, SaaS, or technology industries preferred
• Proven ability to build trusted relationships with executive stakeholders and serve as a strategic advisor to enterprise customers
• Strong communication, presentation, facilitation, and relationship management skills, with the ability to lead executive-level discussions and business reviews