We’re looking for a proactive and driven Customer Success Manager to join our growing team and help our customers get the most value out of Hokodo’s products and services.
We’re a fast-growing team of experienced tech, finance and data science specialists, based in London and Paris, at the early stage of our adventure. Our product addresses a massive opportunity - fixing B2B payments. We already have a list of stellar clients and we’re now embarking on a rapid scale-up journey across Western Europe. We’re well funded too, having just completed our Series A.
Now, the serious business bit…
We’re bringing B2B commerce into the 21st century by modernising the way businesses buy from each other. In short, we make it easier and safer for merchants to offer credit terms to their business customers. A bit like a “buy now pay later” for B2B.
Almost 60% of B2B trade currently takes place on credit terms. Yet, current processes for offering trade credit are outdated and not fit for the digital age. We solve these issues by offering B2B merchants a powerful set of tools, allowing them to offer credit terms to their business customers instantly through a frictionless checkout experience. Merchants that have already integrated with us see on average a 40% increase in revenues... and we’re only just getting started.
Hokodo solves a massive issue for B2B trade in general, and particularly for B2B online trade. B2B trade represents $12 TN p.a. in Western Europe. $680 BN of these sales happen online, generating a $15 BN revenue opportunity for Hokodo, which is set to double every 5 years.
How will you make a difference?
As a Customer Success Manager, you will onboard, advise and manage a wide variety of customers, ensuring they integrate with Hokodo successfully, adopt it widely and continuously gain business value from our products and services. You will become the trusted adviser for your customers, deeply understand their business and their needs and help them get the most value out of Hokodo.
Working closely with other functions, such as Merchant Support, Product and Operations, you will help customers and their end-users have a great experience with Hokodo and gather feedback.
What You Will Be Doing
-Driving post-sale engagement, retention and growth of your portfolio of merchants
-Support your merchants with the activation of their buyers
-Understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers
-Become a trusted adviser to customers and an internal advocate for the customer to internal stakeholder, sharing product feedback and ideas for improving the customer experience
-Develop joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines and communication
-Lead regular business reviews to align on business priorities, payments performance, optimisation opportunities, review services satisfaction, share insights, surface issues and identify product expansion opportunities
-Serve as a point of contact for any blockers, bugs as well as champion the customer needs with internal and external stakeholders
What You Should Have
-2+ years relevant work experience in customer-facing roles, e.g. Customer Success, Account Management or Strategic Consulting, preferably working with a technical product
-Fluent English & French speaker (Italian would be a great plus too!)
-SaaS experience preferred
-Strong customer focus
-Data-driven and analytical
-Strong relationship builder
-Excellent communication and presentation skills
-Entrepreneurial mindset and ability to operate in a fast-paced environment
We love what we do and always aspire to be the best at it. We're passionate about making our industry better and aren't afraid of the competition, Hokodo is more than a place to work. We pride ourselves on our culture of down to earth, humble employees who are always willing to go the extra mile to help each other out!
Own the Outcome
Trust and Build Trust
Never Be Satisfied
No Passion, No Point
Be Genuine (No BS)
What’s in it for you…
We’re offering the chance to really make a difference and build something from scratch. Shape the future of Hokodo while pursuing personal and professional growth. We believe in idea meritocracy and have a flat structure where everyone, whether an intern or a founder, has the opportunity to get their ideas heard and make an impact.
We offer a competitive salary and benefits package, including participation in the success of the company through a share options package. We also offer the option for flexible and remote working.