Customer Success Manager

This is Worldline.

Worldline helps businesses of all shapes and sizes to accelerate their growth journey—quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across five continents. Just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

Join Worldline, the European leader in digital payments and a key player in the global financial technology sector. As a member of our dedicated team, you will play a vital role in transforming the customer experience, ensuring our enterprise accounts receive unparalleled support and service as we shape the future of commerce.

Customer Success Manager

Worldline is looking for a highly skilled Customer Success Manager to enhance our customer engagement strategies and support enterprise accounts in our Merchant Services business line, specifically within the Retail segment—covering grocery, convenience, discounts, department stores, DIY, electrical, and specialty merchants.

Key Responsibilities:

• Service Delivery Management:
• Act as the primary contact for service delivery, ensuring high-quality services and adherence to contractual SLAs and Service Level Objectives (SLOs).
• Monitor SLA/SLO performance and compliance, providing detailed reporting to customers.

• Performance Improvement:
• Coordinate root cause analysis for SLO breaches and implement improvements with relevant stakeholders.
• Manage customer escalations and complaints, ensuring swift resolution and involvement of management when necessary.

• Customer Relationship Building:
• Develop and maintain strong operational relationships with customers and internal teams.
• Oversee timely implementation of projects, ensuring alignment with customer needs and business objectives.

• Operational Excellence:
• Contribute actively to problem-solving initiatives, suggesting process improvements and ensuring the team meets SLA commitments.
• Foster strong relationships within the team and across departments to enhance service quality.

Who Are We Looking For?

We seek proactive and empathetic individuals who are dedicated to delivering outstanding customer service and driving operational excellence. Ideal candidates will exhibit the following qualities:

• A customer-oriented approach with excellent interpersonal communication skills.
• Strong organizational and project management capabilities.
• Technical understanding relevant to our operational flow.
• A willingness to go above and beyond, embodying a team spirit.
• Proficient in Dutch and English, both written and verbal; additional languages are a plus.

Skills We Can't Do Without:

• Minimum Bachelor’s degree or equivalent work experience.
• 1 to 3 years of experience in a similar customer success role, preferably within the payments or fintech industry.
• Familiarity with Salesforce is preferred and a strong technical affinity.

Skills We’d Like:

• Experience within the payments or fintech industry is advantageous.

Perks & Benefits

At Worldline, we are committed to unlocking the potential of our employees, both professionally and personally. You will benefit from comprehensive training, career development programs, and flexible working hours to help you thrive. As part of our commitment to a positive workplace, 80% of Worldliners find it a friendly place to work, with 90% satisfied with their training and development.

Shape the Evolution.

We are pushing towards the next frontiers of payments technology, and we are looking for big thinkers to join our journey. People with passion, a can-do attitude, and a hunger to learn and grow. Here, you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With our empowering culture, strong technology, and extensive training opportunities, we help you accelerate your career—wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com.

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.