At a Glance
- Tasks: Support French-speaking clients and drive their success with our innovative KYC platform.
- Company: Join a fast-growing FinTech/RegTech company with a collaborative culture.
- Benefits: Enjoy flexible working, private medical plan, and share options.
- Other info: Dynamic role with excellent career growth opportunities in a diverse environment.
- Why this job: Make a real impact in customer success while working with top-tier financial services.
- Qualifications: Fluent French and experience in Customer Success or Account Management.
The predicted salary is between 50000 - 60000 € per year.
Department: Customer Operations
Employment Type: Full Time
Location: London
Reporting To: Patrick Joiner, Head of Customer Success
Description
Encompass enables fast, accurate identity validation and verification of corporate customers, and a gold standard approach to KYC. Our award-winning corporate digital identity (CDI) platform incorporates real‑time data and documents from authoritative global public data sources and private customer information, to create and maintain digital risk profiles. Utilizing the expertise of a global transformation team of KYC and banking industry experts, as well as strategic data, technology and consulting partnerships, enables seamless integration of Encompass into existing workflows and systems. With Encompass the world’s leading banks improve customer experience and increase business opportunities through consistent regulatory compliance and risk mitigation. With offices in Amsterdam, Glasgow, London, New York, and Sydney, we are a rapidly growing international company offering a chance to be part of our success.
About the role
This position presents a rare opportunity to be part of a fast‑growing consulting practice, within a high growth, global FinTech/RegTech business. Our unique KYC automation technology continues to be rapidly adopted by major financial and professional service firms, which has led to expanding our Customer Success team and the need to appoint Senior Customer Success Managers to support our Tier 1 financial services Customers. This role reports into the Head of Customer Success, working closely with our dedicated Sales, Product and Support teams.
Initial Expectations
- Supporting the Sales team on pre‑sales activities including discovery calls, product demonstrations, and responding to prospect questions in French
- Working alongside the Delivery Services team during client implementation and onboarding, providing bilingual communication and support
- Supporting existing Customer Success colleagues on French‑speaking client accounts
As the French‑speaking client portfolio develops, the role will transition toward the full Customer Success Manager responsibilities outlined below, with you taking primary ownership of French‑speaking accounts.
Key Activities
- Create customer success account plans to maximise the active user base, support adoption, and drive advocacy
- Supporting revenue growth through identifying new opportunities for MRR and Professional Services
- Work closely with Customers to manage user training and user shadowing
- Identify opportunities to improve the customer platform experience through data‑led investigation, configuration changes, enhancements and roadmap features
- Help the customer deliver success through the platform and against their KPI’s, goals and outcomes
- Be in the internal “voice of the customer” and advocate for support issue resolution and new product requests internally on behalf of the Customer
- Own internal initiatives that move the team forward in successfully achieving our team KPIs (CSAT, Adoption, Retention, Value)
- Be the communication funnel between the two organisations, including Customer and internal Support desk teams
Skills, Knowledge and Expertise
You are a passionate, proven Customer Success Manager, having successfully grown ‘promoter’ relationships across Tier 1 Banking Customers. You understand what it takes to develop proactive, value‑add customer engagements that lead to transparent, collaborative, growth accounts. You develop strong, open, trusted 2‑way relationships with your Customers, by understanding their needs and what drives their success. You are able to guide them on how to get the most from the solution/service, using data insight and best practice to drive recommendations, bringing in experts where needed to drive more detailed discussions. This position is dynamic and highly cross‑functional, and our Success Managers have an essential role in orchestrating and funneling conversations across the two organisations. Armed with key customer insight and knowledge, a Customer Success Manager must regularly work with the sales, product, engineering, support, and marketing teams as a keen customer advocate to ensure that customer outcomes are achieved.
To be considered for this position, ideal candidates must have the following experience/skills:
- Fluent French — native or near‑native level, with strong business communication skills in both French and English
- Proven experience working in Customer Success or Account/Relationship Management managing a portfolio of clients, ideally within financial services/large banking
- Experience delivering engaging customer training both online and in‑person
- Experience working in a B2B SaaS environment, ideally in a global/distributed company
- Outstanding communication and customer relationship skills
- Ability to work autonomously
Desirable
- Knowledge of Onboarding, KYC/AML
- Experience working in a B2B SaaS environment, ideally in a global/distributed company
Location: We are open to hiring this role in either our Glasgow or London office. We offer a rewarding and challenging place to work, a transparent and collaborative culture and a well‑rounded benefits package.
Below are some of what we currently offer:
- Participation in our industry‑leading share options scheme
- Private Medical Plan
- 20 days a year Work From Anywhere policy for all staff
- Flexible‑first working policy
- Enhanced annual, personal and parental leave schemes.
- Paid volunteering leave programme
- Employer recognition and employee assistance programmes
Equal Opportunities
We are committed to fostering a diverse and inclusive workplace where everyone feels valued and empowered to thrive. We welcome applications from individuals of all backgrounds, regardless of race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you require any adjustments during the recruitment process to ensure an equitable experience, please let us be aware. Join us in creating an environment where everyone can contribute their best work.
Customer Success Manager (French Speaking) employer: Encompass Corporation
Encompass is an exceptional employer, offering a dynamic and collaborative work culture that prioritises employee growth and well-being. With a strong focus on innovation in the FinTech/RegTech sector, employees benefit from a comprehensive rewards package, including participation in an industry-leading share options scheme, flexible working policies, and opportunities for professional development. Located in vibrant London, team members enjoy a supportive environment that values diversity and inclusion, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (French Speaking)
✨Tip Number 1
Network like a pro! Reach out to current employees at Encompass on LinkedIn, and don’t be shy about asking for a chat. They can give you insider info that could really help you stand out in interviews.
✨Tip Number 2
Prepare for those interviews by practising common Customer Success scenarios. Think about how you’d handle client onboarding or resolve issues. We want you to show off your problem-solving skills and customer-first mindset!
✨Tip Number 3
Show your passion for KYC and the FinTech space! Research the latest trends and challenges in the industry. This will not only impress your interviewers but also help you connect your experiences to what they’re looking for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team at Encompass.
We think you need these skills to ace Customer Success Manager (French Speaking)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer success, especially in financial services, and don’t forget to showcase your French language skills!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to grow customer relationships and drive success. Use metrics where possible to show how you’ve made a difference.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can build strong relationships, so don’t be afraid to show us what makes you unique and how you connect with customers.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team at StudySmarter!
How to prepare for a job interview at Encompass Corporation
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of Customer Success, especially in a B2B SaaS context. Understand how to create account plans and drive user adoption, as these are key aspects of the role. Be ready to discuss your previous experiences and how they relate to supporting customer growth.
✨Show Off Your Bilingual Skills
Since this role requires fluency in French, practice your business communication skills in both French and English. Prepare to answer questions in French during the interview, and consider how you can demonstrate your ability to communicate effectively with French-speaking clients.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage client relationships. Think of specific examples from your past experiences where you've successfully navigated challenges or improved customer satisfaction, particularly in a financial services setting.
✨Research Encompass and Its Clients
Familiarise yourself with Encompass's KYC automation technology and its impact on the banking sector. Understanding their product and the needs of Tier 1 financial services clients will help you articulate how you can add value to their team and support their customers effectively.
