At a Glance
- Tasks: Manage enterprise customer accounts and ensure exceptional service and satisfaction.
- Company: Join FreedomPay, a fast-growing tech company with a vibrant culture.
- Benefits: Enjoy competitive pay, health coverage, flexible work, and growth opportunities.
- Other info: Hybrid work model with travel opportunities and a dynamic team environment.
- Why this job: Be a strategic partner for global customers and drive impactful solutions.
- Qualifications: 7+ years in customer success, fluent in English and Spanish.
The predicted salary is between 51750 - 63250 £ per year.
The Freedom Pay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services.
Freedom Pay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce.
The company maintains a world‑class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point‑to‑Point Encryption with EMV standard in North America.
Freedom Pay’s robust solutions across payments, security, identity and data analytics are available in‑store, online and on‑mobile and are supported by rapid API adoption.
The award winning Freedom Pay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale.
Freedom Pay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.
Freedom Pay is seeking a bilingual Enterprise Customer Success Manager (English/Spanish) to manage a portfolio of strategic enterprise customers across global markets.
This role combines strategic relationship management with hands‑on operational ownership to ensure customers receive exceptional service, achieve their business objectives, and maximize value from their partnership with Freedom Pay.
The ideal candidate is equally comfortable engaging executive stakeholders, coordinating cross‑functional initiatives, managing day‑to‑day operational activities, and driving customer‑focused process improvements in a fast‑paced environment.
This position is based in our London office and follows a hybrid schedule of two days per week onsite, with 10‑20% travel required.
Main Job Responsibilities (including but not limited to)
- Serve as the primary strategic advisor and trusted partner for a portfolio of enterprise and global customer accounts, building relationships with stakeholders at all levels, including executive leadership.
- Develop and execute customer success strategies that drive adoption, retention, customer satisfaction, and long‑term business growth.
- Conduct regular business reviews, provide consultative recommendations, and align Freedom Pay solutions to customers' evolving business objectives.
- Manage day‑to‑day operational activities across customer accounts, including issue resolution, escalations, onboarding, change management, and ongoing account support.
- Collaborate cross‑functionally with Sales, Product, Operations, Support, and Implementation teams to deliver exceptional customer outcomes and ensure alignment on customer priorities.
- Act as the voice of the customer by identifying risks, gathering feedback, advocating for enhancements, and driving continuous service improvements.
- Leverage AI‑powered tools, automation, and data‑driven insights to improve customer engagement, operational efficiency, reporting, and scalability across customer success processes.
- Identify opportunities for account growth and expansion while partnering with sales teams to support renewals, upsell initiatives, and strategic account planning.
- Maintain expertise in Freedom Pay's products, payments ecosystem, and industry trends to provide trusted guidance and thought leadership to customers.
- Travel up to 20% as required to support customer meetings, business reviews, and industry events.
Basic Qualifications
- Bachelor's degree in Business, Technology, Communications, or a related field, or equivalent professional experience.
- Minimum of 7+ years of experience in Customer Success, Strategic Account Management, Consulting, Relationship Management, or a similar customer‑facing role.
- Experience managing enterprise, strategic, or global customer accounts within a Saa S, technology, fintech, or payments organization.
- Demonstrated success working with executive‑level stakeholders and influencing decision‑making across complex organizations.
- Fluent in English and Spanish, with the ability to conduct customer meetings and business reviews in both languages.
Preferred Skills & Experience
- Proven ability to build trusted relationships with executive stakeholders and serve as a strategic advisor to enterprise customers.
- Experience driving customer retention, adoption, satisfaction, and growth within complex customer environments.
- Strong communication, presentation, facilitation, and relationship management skills, with the ability to lead executive‑level discussions and business reviews.
- Demonstrated problem‑solving and project management capabilities, including successfully navigating complex customer issues and cross‑functional initiatives.
- Experience working within the payments, fintech, commerce, Saa S, or technology industries preferred.
- Proficiency with CRM platforms, customer success tools, and data‑driven account management practices.
- Experience leveraging AI‑powered tools, automation, and analytics to improve customer engagement, operational efficiency, and business outcomes.
- Self‑motivated, highly organized professional who thrives in fast‑paced, customer‑focused environments and can effectively support multinational customers.
- Location
- This role is based in our London office and follows a hybrid work model, with team members expected to work onsite a minimum of two days per week.
- Ability to travel up to 10‑20% domestically and internationally as business needs require.
As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities.
Freedom Pay's fulltime roles provide exceptional benefits including medical, prescription, dental and vision coverage, Life Insurance, Retirement Plans with company match, commission sharing plan, flexible hybrid working environment, and great parental and other leave programs.
All positions must be able to successfully pass a background check as well as a credit check.
Freedom Pay is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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Enterprise Customer Success Manager (English/Spanish Speaking) employer: FreedomPay
FreedomPay is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of Greater London. With a focus on employee growth, we offer comprehensive benefits including medical coverage and retirement plans, alongside a flexible hybrid working environment that empowers our team to thrive both professionally and personally.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Customer Success Manager (English/Spanish Speaking)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FreedomPay. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FreedomPay before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Enterprise Customer Success Manager (English/Spanish Speaking)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FreedomPay:Your cover letter is your chance to shine! Tell us why you want to work at FreedomPay specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FreedomPay!
How to prepare for a job interview at FreedomPay
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
