Customer Success Manager – Strategic Accounts

Responsibilities

• As Customer Success Manager for Strategic Accounts, you are the dedicated partner for Spiko's most important clients.
• You own the full relationship with our VIP accounts, from deep onboarding through retention and expansion and act as the bridge between these clients and Spiko's Product, Engineering, and Operations teams.
• Your job is not just retention. It ensures that our most strategic clients are actively growing with Spiko: increasing their exposure, adopting more of the platform, and becoming long-term partners.
• You also help design scalable engagement strategies for our broader client base.
• Act as the dedicated CSM for Spiko's most strategic clients - build deep relationships, run regular business reviews, and ensure they get maximum value from Spiko's products.
• Proactively identify expansion and upsell opportunities within the existing portfolio and coordinate with the commercial team to act on them.
• Monitor account health indicators to identify at‑risk accounts early and take action before churn materializes.
• Act as the senior escalation point for complex issues from VIP clients - coordinate resolution across Product, Compliance, and Operations.
• Design and execute scalable engagement strategies - automated check‑ins, educational content, and in‑app nudges to drive adoption and satisfaction across our growing portfolio without requiring individual touchpoints.
• Gather and synthesize client feedback from all segments to inform product roadmap decisions and service improvements.
• Identify recurring pain points in the client experience and translate them into concrete improvement proposals for Product, Engineering, and Ops.
• Build and refine internal playbooks, escalation procedures, and success frameworks so the CS function scales smoothly as the client base grows.

Requirements

• 3 to 5 years in a customer success or strategic account management role, ideally in a startup, fintech, or B2B SaaS environment.
• Experience managing corporate or institutional clients is a strong plus.
• Excellent communicator - written and verbal.
• Comfortable leading business reviews with senior stakeholders (CFOs, Heads of Treasury, C-level) and presenting data‑driven recommendations.
• Comfortable working with clients across multiple European jurisdictions.
• Experience in fintech, asset management, or payments is a strong plus.
• Proactive relationship builder - you spot expansion signals before clients ask, and create structured touchpoints without waiting to be triggered.
• Highly organized and self‑directed. You manage a book of accounts, not a queue, and take full ownership of outcomes.
• Fluent in French (native level) with excellent written skills, and professionally proficient in English.
• Any additional European language (Spanish, Italian, German…) is a strong plus.

Core Competencies

Demonstrates expertise in managing strategic client relationships, driving account growth, and designing scalable engagement strategies. Proficient in synthesizing client feedback to inform product improvements and ensuring maximum value delivery from products.