Customer Success Manager

🚀 Join Our Team as a Customer Success Manager! 🚀

At myPOS, we’re all about helping businesses grow and get paid. We make payments simple, smart, and accessible for everyone, but we’re more than just payment solutions—myPOS is a partner in growth. From free multicurrency accounts to powerful e-commerce tools, we’re here to support business owners of all sizes and everyone out there who dreams of starting their own business.

As we are expanding our team, we’re looking for Customer Success Manager to help us make a real difference in the Fintech industry. Ready to join us and shape the future of payments? Let’s make it happen!

About the role:

This role will be leading a multi-language team of Customer Success Agents focused on churn prevention and product upsell execution strategies. The ideal candidate will be passionate about delivering exceptional customer experiences, proactively improving customer engagement, and driving business growth.

What you’ll do:

• Oversee a multi-language team of Customer Success Agents, ensuring a proactive approach to customer service;
• Prepare and refine scripts, set performance targets, and implement best practices to enhance agent effectiveness;
• Track and analyze KPIs and performance metrics to drive continuous improvement in team outcomes;
• Provide coaching, feedback, and training to empower team members and foster a high-performance culture;
• Develop and implement strategies to minimize customer churn and maximize retention;
• Identify opportunities for product upsell and cross-sell, leveraging customer data and insights;
• Collaborate with agents to execute upsell strategies and ensure customer satisfaction;
• Work closely with the Data Analyst team to provide feedback for refining customer analytics and AI models;
• Leverage data-driven insights to anticipate customer needs and design personalized service strategies;
• Partner with Marketing, Sales, Product, and Customer Support teams to align strategies and enhance customer offerings;
• Serve as a customer advocate to influence product development and marketing initiatives;
• Share customer feedback and insights to drive continuous improvement in products and services;
• Design and implement proactive customer engagement frameworks to ensure seamless service;
• Develop processes and tools to improve the overall customer journey and enhance satisfaction;
• Identify and resolve escalations, ensuring a positive resolution and relationship preservation.

This role is perfect for you if you have:

• Proven 5+ years experience in Customer Success, Customer Service, or Account Management roles;
• Strong track record in churn prevention, upselling, cross-selling or similar initiatives;
• Data-driven mindset with a solid understanding of customer analytics and KPIs;
• Strong communication, scriptwriting, and presentation abilities;
• Proficiency in using CRM tools, customer success platforms, and AI-driven analytics tools;
• Ability to work cross-functionally with diverse stakeholders;
• Strong problem-solving skills and customer-first mindset;
• Opportunity to work at the intersection of customer service and cutting-edge analytics;
• Lead a high-performing, customer-centric team;
• Collaborate with a dynamic and diverse team across various departments;
• Drive meaningful impact through customer success and retention strategies;
• Excellent English knowledge (at least C1 level);
• Proficiency in additional languages would be an asset.

Why you should join myPOS:

• Vibrant international team operating in hi-tech environment;
• Annual salary reviews, promotions and performance bonuses;
• myPOS Academy for upskilling and training;
• Unlimited access to courses on LinkedIn Learning;
• Refer-a-friend bonus as we know that working with friends is fun;
• Individual training and development budget;
• Teambuilding, social activities and networks on multi-national level.

What we offer:

• Excellent compensation package;
• 25 days annual paid leave (+1 day per year up to 30);
• Full “Luxury” package health insurance including dental care and optical glasses;
• Meal vouchers of 200 BGN per month;
• Onsite fitness, bowling, and relax areas (Varna) or free of charge Multisport card (Sofia);
• Free coffee, snacks and drinks at the office.

Who we are:

Since 2014 we’ve been all about making payments easier and more accessible for businesses of all shapes and sizes. Whether you’re at the counter, selling online, or on the move, we’ve got businesses covered with smart, accessible and affordable solutions that keep things easy.

Our mission? It’s simple. Help businesses get paid by taking advantage of modern tech and innovative ideas, so payment challenges are a thing of the past.

Pro tip:

Take it easy about meeting every requirement—this job description is just that, a job description! Even if you don’t tick every box, we want you to apply anyway! This is your chance to grow, learn, and build your career with us. We value potential over perfection, and we are all about mutual growth!

myPOS is committed to providing equal employment opportunities. All qualified candidates will be considered for employment without discrimination based on age, ancestry, colour, marital status, national origin, physical or mental disability, medical condition, veteran status, race, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

Your application will be confidentially reviewed in line with the General Data Protection Regulation (GDPR). Personal information will be used solely for the job application and will be stored for a period needed by the application process. Only short-listed candidates will be contacted. Good luck!