Customer Success Manager

About Planet

Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.

We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.

Planet empowers its customers to deliver great customer experience by combining payments and software in ways that drive greater loyalty, increase revenue and save time.

Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.

Role overview:

The primary objective of the Customer Success Team is to build relationships with our SME accounts, leading to improved customer lifespan and increased potential of upsell and cross-sell opportunities. Focusing on portfolio growth, customer retention, churn prevention and customer satisfaction, the Customer Success Manager will be responsible for executing pro-active outbound communications as well as receiving and managing incoming customer sales requests.

What you will do:

• Contract renewals: Coordinate customer contract renewals and negotiation to maximise customer retention.

• Upselling of Planet products: Actively upsell products and services to assigned customer base and identify opportunities to cross-sell new Planet products. Work closely with internal teams to ensure customers are live and transacting within agreed timeframes.

• Inbound commercial requests: Cover inbound customer calls and requests for commercial and non-operations purposes. Engage with customers before, during, and after the request is successfully executed for that customer.

• Outbound Commercial campaigns: Execute targeted commercial campaigns (e.g., win-back offers, cross-sell, upsell, etc.) via telephone calls or email campaigns and track customer engagement.

• Customer relationship management: Take ownership of customer satisfaction within assigned base, covering customer escalations or issues as and when required

• Tracking: Record and monitor customer requests diligently in CRM tools to ensure prompt response and resolution.

Who you are:

• Experience in Customer Success or Customer Support role, ideally from unattended Payments or Fintech background - Retail Self-Checkouts, Vending Machines, Parking and Transit Kiosks, Micro-mobility Services, etc.

• Relevant courses / training desired but not required.

• Commercially oriented, strong analytical skills and goal-oriented mindset.

• Strong communication and interpersonal skills.

• Fluent in English and a second language (French, Spanish, Portuguese, Italian - German preferred), verbal and written.

• Ability to manage multiple priorities effectively.

• Passion for building strong customer relationships and fostering customer loyalty.

Why Planet:

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.
 

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.