Customer Success (m/f/d)

Customer Success (m/f/d)

Location

Berlin Office (HQ)

Employment Type

Full time

Department

Revenue

About Ivy

Ivy is a global API for instant bank payments. We enable businesses to accept instant bank payments - taking cards & wallets out of online transactions and reducing cost by up to 10x. Over 60 geographies worldwide are rolling out instant bank payment infrastructure right now. Ivy harmonises these regional bank payment schemes, bringing them to a single point of access.

• Our current team consists of payment experts coming from companies like Klarna, Trade Republic, Revolut, TrueLayer, Goldman Sachs, Morgan Stanley, McKinsey, BCG, Trustly.

• Our HQ is in Berlin, Germany.

• We are working with many of Europe's fastest-growing merchants and innovators (e.g. alphacomm.io, mytheresa.com, vnx.li).

• Up to today, we have raised $30M of funding from Valar Ventures and Creandum which previously backed fintechs like Wise, Klarna, Qonto, N26, and Trade Republic together with founders and industry executives from Adyen, Pleo, N26, Mollie, and Plaid as angel investors.

Your Mission

You establish and nurture long-term partnerships with our live customers, positioning Ivy as a critical part of their success. By understanding their unique needs and objectives, you will ensure they fully leverage our product, you will identify opportunities for up- and cross-sell, and contribute to their growth. At the same time, you’ll act as their advocate within Ivy, sharing valuable feedback to shape our product roadmap and deliver solutions that align with their goals.

What You’ll Do

• Build strong relationships: Develop trusted, value-driven relationships with our live customers by understanding their goals and challenges. Act as their strategic advisor to unlock the full potential of Ivy’s offerings.
• Upsell and Expand: Identify and execute on opportunities to introduce additional features or products that align with customer needs and drive revenue growth.
• Leverage Data for Impact: Analyze and monitor key metrics to assess engagement, optimize performance, and share insights to enhance customer outcomes and retention.
• Be a Customer Advocate: Partner with internal teams to communicate customer feedback and inform product improvements, ensuring we stay aligned with customer needs.
• Strive for Operational Excellence: Consistently improve and streamline customer processes and interactions. Ensure every step of their journey is smooth, efficient, and geared toward achieving outstanding results and sustained success.

What You’ll Need

• Experience & Qualifications:

  • Proven success in a customer-facing B2B role, with 4-6 years of experience driving growth and retention.

  • Demonstrated ability to identify and execute upsell opportunities, delivering measurable business outcomes.

  • Fluency in both German and English

• Key Skills & Attributes:
  • Customer-Centric: You understand customer pain points and are driven to help them succeed.
  • Commercially Minded: You excel at identifying new opportunities, negotiating effectively, and delivering value.
  • Exceptional Communicator: You convey complex ideas clearly and confidently to a wide range of stakeholders.
  • Data-Driven: You leverage analytics to prioritize tasks, identify opportunities, and preempt challenges.
  • Effective Operator: You manage competing priorities with a structured and efficient approach.

Not meeting every single requirement? That’s okay! Confidence can sometimes stop us from applying for a role, but here’s the truth: there’s no such thing as a ‘perfect’ candidate.

The Perks of Working with Us

• Work on a moonshot: We are working on changing the way money moves around the world to a more efficient, easier accessible system.
• Team Events and Off-Sites: We are getting the team together in Berlin 4 times a year for full-week onsites.
• The Tools You Need: We provide the best equipment for you to excel at your work.
• Take part in the success: We give every employee equity to participate in the success of Ivy.
• €1,000 for Personal Growth: Grow with your annual personal development budget.