Senior Specialist, VIP Relationships

About the role

This role focuses on building and maintaining strong, long-term relationships with Bitpanda's VIP B2C customers. The specialist will act as a Customer Success Manager, ensuring customer satisfaction, adoption of products, and retention. A key aspect involves using data to identify critical moments in the customer journey and proactively offering tailored solutions to meet evolving customer needs.

The position requires close collaboration with Operations, Product, and Country teams to align with Bitpanda's strategic goals. Success in this role means improving customer and business key performance indicators such as trade activity, product adoption, and customer lifetime value. The specialist will also represent the company at local events, ensuring positive user experiences and following up to demonstrate return on investment.

Candidates should have a background in customer success, account management, or sales, with a proven ability to manage business and customer KPIs. The work involves leading initiatives to drive customer and business results, making independent decisions, and maintaining commercial and industry awareness. A deep understanding of Bitpanda's brand, site, promotions, and rewards is also expected.

The salary for this role ranges from $40,000 to $60,000 USD annually.

Skills that matter here

• Customer Success Manager: This role is essentially a Customer Success Manager, responsible for building strong customer relationships and driving satisfaction.
• Account/Relationship Manager: The position involves managing long-term relationships with VIP customers, similar to an Account or Relationship Manager.
• Sales Manager: Candidates with a sales management background are considered, especially if they have experience in identifying and developing growth opportunities.
• analytical skills: Strong analytical skills are needed to convert data into actionable insights and to manage customer and business KPIs.
• Native French speaker with fluency in English: The role requires native French proficiency and fluent English for effective communication with customers and internal teams.
• interest and knowledge of crypto: An interest in and knowledge of cryptocurrency is advantageous for understanding the product and customer base.

Who this role suits

• Someone who enjoys building and nurturing long-term relationships with high-value clients.
• A person who is data-driven and can translate insights into actionable strategies for customer growth and satisfaction.
• An individual who can work independently, take initiative, and make sound decisions.
• A professional who is comfortable representing a brand at events and engaging with customers in person.

From the employer

Your mission

As a Customer Success Manager, you will be responsible for building and managing long-term relationships with our VIP B2C customers, as well as ‘horizon scanning a wider customer base to develop potential opportunities into successful long-term growth. You will work closely with our Operations, Product & Country teams to support Bitpanda’s strategic aspirations with accountability for customer satisfaction, adoption, retention, experience and growth.

What you’ll do

• Provide unrivalled Customer Success Management by building strong relationships while focusing on delivering both customer and business outcomes.
• Attend and host local events, representing the company in the highest possible regard, ensuring user satisfaction and post event follow-up to realise ROI.
• Leverage our data and insight, ‘horizon scanning to intervene at critical moments in the customer journey.
• Proactively manage and improve customer and business KPIs for your accounts, such as trade activity, deposits, withdrawals, product adoption, CLTV, NPS, CSAT to identify trends and increase share of customers wallets.
• Actively identify opportunities and proactively present tailored solutions that align with customers evolving needs, driving additional value for both the customer and the business.
• Comprehensive knowledge of brand, site, promos and rewards.
• Maintain a level of commercial and industry awareness whilst ensuring the company meets all responsible standards.

Who you are

• Hold a strong profile as a proven Customer Success Manager, Digital Customer Success Manager, Account/Relationship Manager, Sales Manager or equivalent who is passionate about the customer, the product and your peers.
• Demonstrate an understanding of business and customer KPIs with a track record of delivering value against those while being able to draw on strong analytical skills, ability to convert data to actionable insight, success plans and deliverables.
• Ability to lead from within and create momentum and engagement to take actions to deliver customer/business results while building internal and external relationships.
• Work independently, take appropriate responsibility for actions and make sensitive decisions.
• Native French speaker with fluency in English. Ability to communicate in a clear, engaging and professional manner. Other languages are a plus.
• Having an interest and knowledge of crypto with previous experience in a crypto or gaming environment is advantageous.

What’s in it for you

• We’re proud of our flexible working model that includes 2 days (minimum) working from the local Hub, plus 60 Work From Anywhere days annually.
• Total compensation package including participation in our Bitpanda stock option plan.
• Competitive benefits programs and policies shaped by our flexibility-first philosophy.
• Exclusive premiums when trading on Bitpanda.
• Company-wide and team events — both in-person and virtually!
• Bitpanda swag to keep you living the brand.
• And, above all, the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform.