Strategic customer success manager

Swan is looking for a Strategic Customer Success Manager (called here Partner Success Manager) to join our Key Account Management team. This position is based in our Paris office.

Our mission is to provide a flawless, end-to-end partner experience. We are all about partner obsession and making sure Swan delivers the smoothest, most elegant embedded banking experience on the market.

As a Partner Success Manager , you will manage a portfolio of key partners (3-4 major accounts) throughout their journey with Swan and own daily project‑run on this portfolio. You will be their dedicated project point of contact, a trusted advisor on Swan’s operations and processes, and an internal advocate ensuring every partnership runs at its full potential. Under the supervision of a Key Account Manager , you will work closely together to ensure seamless alignment between operational success and commercial growth.

Your mission

Your primary mission is to ensure our partners are operationally successful with Swan - from the moment they go live to full product adoption and beyond. You own the operational run with your partners, and act as the bridge between our partners’ project teams and Swan’s internal organization, driving satisfaction, reducing friction, and building long‑lasting relationships.

Concretely, you will:

• Support new partners onboarding in implementing their operations, in particular through partner teams training
• Ensure live partners run smoothly and are able to operate autonomously
• Foster strong, trust‑based relationships with partner project teams
• Identify and proactively address operational challenges before they become issues
• Own operational process improvements identified with your partners

Main tasks

Portfolio management & partner relations

• Own a portfolio of key partners; serve as their dedicated point of contact for day‑to‑day topics – project management, processes, operational issues, KPI reviews
• Run regular calls and meetings: tackle open items, review performance, align on priorities
• Be responsible for providing timely and helpful responses to their inquiries and requests – understand their situation, find the right solution, close the loop

Operational excellence & partner health

• Run structured portfolio reviews, to assess operational performance, surface bottlenecks, and validate improvement roadmaps
• Act as an escalation point for operational issues; coordinate cross‑functionally with Support, Compliance, and KYC to drive fast resolution
• Spot recurring pain points and push for systemic fixes – not just one‑off patches
• Report on portfolio health to leadership with clear trends and concrete action plans

Training & knowledge enablement

• Lead partner onboarding from an operational standpoint, ensuring a smooth go‑live and fast path to full autonomy
• Design and deliver training sessions for partner teams: support workflows, KYC processes, escalation paths, day‑to‑day operations
• Work with Documentation, Support, and KYC to keep partner‑facing resources sharp and up to date
• Certify partner teams on Swan processes and run refresher sessions for new processes & operational configuration

Also, we’re looking for someone with commercial instincts – an understanding that operational success and revenue growth are linked.

Your team

You will join the Partner Management France team, part of Swan’s Business department. The team is composed of Key Account Managers & Partner Success Managers, working in tandem on each of their portfolio. Together, we cover the full partner lifecycle from signature to maturity. We operate with high autonomy, a strong bias for action, and a genuine obsession for our partners’ satisfaction.

Qualifications

• 2 to 5 years of experience as a Partner Success Manager, Account Manager, or in an operational client‑facing role in a start‑up, scale‑up, or fast‑paced environment
• Experience managing a limited number of high‑value clients
• Fluency in French and English – another European language is a strong plus
• Own things end‑to‑end: you don’t hand off problems and wait – you drive issues to resolution, follow through on commitments, and close the loop without being asked
• Reactive and structured: when something breaks (or is about to), you are the first to spot it, and you move fast
• Natural project manager: you track moving parts, keep stakeholders aligned across teams, and make sure nothing falls through the cracks – even without a process to lean on
• Thrives in complexity: you can untangle messy, multi‑stakeholder situations and turn them into clear next steps
• Data‑driven: you use metrics and dashboards to prioritize, elevate, and make decisions
• Interest for fintech, embedded banking, or financial infrastructure – or an eagerness to become an expert quickly

Benefits

• 25 days of holiday plus RTT
• Meal vouchers to cover work‑day meals
• Monthly mobility package for alternative commuting modes
• Health insurance (mutuelle) through Alan
• Discounts on sports and wellness subscriptions via Classpass
• Well‑being support: access to Moka Care for mental health and wellness
• Hybrid remote policy: 2 days per week from home
• Annual offsite retreat to reconnect, explore big topics, and relax

Equal Employment Opportunity

Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.