Customer Success Account Manager, Europe

About the role

<div class="content-intro"><p><strong>About us</strong></p> <p>GoCardless is a <strong>global bank payment</strong> company. Over <strong>100,000 businesses</strong>, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. </p> <p>GoCardless processes <strong>US$130bn+</strong> of payments annually, across <strong>30+ countries</strong>; helping customers collect and send both <strong>recurring</strong> and <strong>one-off payments</strong>, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over <strong>2,500 banks</strong>, we help our customers make faster, more informed decisions.</p> <p>We are headquartered in the<strong> UK</strong> with offices in <strong>London</strong> and <strong>Leeds</strong>, and additional locations in <strong>Australia, France, Ireland, Latvia, Portugal</strong> and the <strong>United States.</strong></p> <p>At GoCardless, we're all about <strong>supporting you</strong>! We’re committed to making our hiring process <strong>inclusive</strong> and <strong>accessible</strong>. If you need extra support or adjustments, reach out to your <strong>Talent Partner</strong> — we’re here to help! </p> <p>And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, <strong>we encourage you to apply!</strong></p></div><p><strong>The role</strong></p> <p>We are seeking a dynamic Customer Success Account Manager to join our Customer team for the DACH & Benelux market. You will manage a portfolio of DACH & Benelux based merchants (mostly Germany), driving their growth and contributing to the expansion of our international business.</p> <p><strong>What excites you </strong></p> <ul> <li><strong>Portfolio Management</strong>: Take full commercial ownership of a portfolio of our DACH customers (150+ customers; $3 million in ARR).</li> <li><strong>Revenue Growth</strong>: Identify, cultivate, and secure opportunities to enhance customer engagement and increase transaction volume across the portfolio.</li> <li><strong>Risk Mitigation</strong>: Mitigate risk including managing renewals and ensuring customer retention.</li> <li><strong>Customer Reporting and Insights</strong>: Provide regular reports and updates on account performance and customer feedback. Identify and expose valuable insights to customers during Success reviews.</li> <li><strong>Product Expertise</strong>: Gain in-depth knowledge of our payment solutions to effectively support customer onboarding, optimize usage scenarios, and demonstrate product value to drive customer success.</li> </ul> <p><strong>What excites us  </strong></p> <ul> <li>Proven track record in managing and growing a portfolio of accounts.</li> <li>Passion for helping customers.</li> <li>Strong listening and verbal communication skills: quickly understand customer needs or issues and deliver clear responses via video calls, emails, and in-person meetings.</li> <li>Experience prioritizing time between multiple important and urgent issues.</li> <li>Enjoy working cross-functionally and partnering with other teams on projects.</li> <li>Operational mindset with a focus on improving effectiveness and efficiency.&