Customer Success Manager - German New Berlin, Berlin, Germany

We simplify wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, we’re here to help people trust themselves enough to build their financial freedom — for now and the future. Our user-friendly, trade-everything platform empowers both first-time investors and seasoned experts to invest in the cryptocurrencies, crypto indices, stocks, precious metals and commodities they want — with any sized budget, 24/7. Our global team works across different cultures and time zones, bringing our products to more than 4 million customers, making us one of Europe’s safest and most secure platforms that powers modern investing.

Headquartered in Austria but operating across Europe, our products are built by fast-moving, talented, “roll-up-your-sleeves-and-make-it-happen” kind of people. It’s these diverse perspectives and innovative minds operating as ONE TEAM that keep Bitpanda at the cutting edge of our industry. So if you’re someone who thinks big, moves fast and wants to make an impact right from day one, then get ready to join our industry-changing team. Let’s go!

Your mission

As a Customer Success Manager, you will be responsible for building and managing long-term relationships with our VIP B2C customers, as well as ‘horizon scanning’ a wider customer base to develop potential opportunities into successful long-term growth. You will work closely with our Operations & Product teams to support Bitpanda’s strategic aspirations with accountability for customer satisfaction, adoption, retention, experience and growth. You’ll be service-driven and know what’s best for the customer while remaining commercially aware of the business needs and licensing regulatory requirements.

What you’ll do

1. Provide unrivaled Customer Success Management by building strong relationships while focusing on delivering both customer and business outcomes.
2. Leverage our data and insight, ‘horizon scanning’ to intervene at critical moments in the customer journey. Proactively manage and improve customer and business KPIs for your accounts, such as trade activity, deposits, withdrawals, product adoption, CLTV, NPS, CSAT to identify trends and increase the share of customers‘ wallets.
3. Build, maintain, and execute customer success plans working closely with internal stakeholders. Provide feedback to the Product and Marketing teams to ensure we remain competitive within the market, whilst personally managing complaints and escalations.
4. Comprehensive knowledge of brand, site, promos and rewards. Maintain a level of commercial and industry awareness while ensuring the company meets all responsible standards.
5. Attend and host events, representing the company in the highest possible regard, ensuring player satisfaction and post-event follow-up to realise ROI.

Who you are

1. Hold a strong profile as a proven Customer Success Manager, Digital Customer Success Manager, Account/Relationship Manager, Sales Manager or equivalent who is passionate about the customer, the product and your peers.
2. Demonstrate an understanding of business and customer KPIs with a track record of delivering value against those while being able to draw on strong analytical skills, ability to convert data to actionable insight, success plans and deliverables.
3. Ability to lead from within and create momentum and engagement to take actions to deliver customer/business results while building internal and external relationships. Work independently, take appropriate responsibility for actions and make sensitive decisions.
4. Native-like German speaker with fluency in English . Ability to communicate in a clear, engaging and professional manner. Other languages are a plus.
5. Having an interest and knowledge of crypto with previous experience in a crypto or gaming environment is advantageous.

What’s in it for you

1. We’re proud of our flexible working model that includes 2 days (minimum) working from the local Hub, plus 60 Work From Anywhere days annually.
2. Competitive benefits programs and policies shaped by our flexibility-first philosophy.
3. Exclusive premiums when trading on Bitpanda.
4. Company-wide and team events — both in-person and virtually!
5. Bitpanda swag to keep you living the brand.

And, above all, the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform.

Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.

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Do you currently hold an EU passport? We’re asking this to understand if you’re legally eligible or authorised to work in the country you are applying to, and if you’d need any immigration support from our side. *

For this role, full professional proficiency in German is required. Are you fully proficient in German (C2)? *

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