Customer Success Associate (German/Italian)- Remote
About the Role
As a Customer Success Associate you’ll own a book your own portfolio of high value customers across European markets. This isn’t a passive support role. We want someone who treats their portfolio like a sales territory - building best in class relationships and working with their clients to maximise the value of their Finom account.
You’ll be measured on what matters: keeping your portfolio in a positive growth state, making customer churn a non starter, and impacting business growth.
This position is critical to Finoms expansion across our Revenue Function and the team is overseen by the Chief Revenue Officer. If you are a hungry, self motivated individual, who is looking for a role they can grow and make their own - this is your seat.
Responsibilities
- Actively managing and engaging the portfolio through a multi channel communication strategy
- Building strong relationships with decision-makers and becoming a trusted point of contact for clients.
- Driving revenue growth, retention and product adoption across Finom’s product suite.
- Identifying and executing upsell, cross-sell and referral opportunities and avoid churn
- Using account data, usage signals and portfolio trends to prioritise outreach and identify opportunities or risks
- Monitoring account health and proactively intervening with at-risk clients to prevent churn.
- Maintaining accurate Salesforce pipeline, activity and account tracking
- Using Modjo/AI tools call intelligence to continuously improve performance and share best practices with the team.
- Supporting clients throughout all lifecycle stages
- Following relevant AML, transaction-monitoring and internal processes.
Requirements
Requirements
- Minimum 1-2 years in a Sales, Account Management, Customer Success position in B2B SaaS or Fintech
- Strong communication skills - you know how to open a conversation and create urgency without being pushy and put the customer first
- Commercially focused - you think in terms of revenue per account, expansion potential, balancing customer satisfaction with business goals
- You use data to make decisions - whether that's spotting a usage drop before it becomes a churn risk or identifying the right moment to have a plan upgrade conversation
- Comfortable working in a fast-moving environment where the playbook is still being written in places
- Prior experience with Salesforce or similar tools is a benefit
- Native (or perfect fluency) in German or Italian, fluency in English
