About Us

Planet is a leading technology company transforming payments by putting customer experience first.

We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

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. The Customer Success Team Leader will lead a team of customer success managers and team leads, overseeing processes and metrics directly related to portfolio growth, customer retention, churn prevention and customer satisfaction.

The Customer Success Director is responsible for full cycle planning and execution through the Customer Success team. They implement data-led strategies to retain customers via pro-active outbound communication with the target base, and oversee the team’s execution of both inbound and outbound activities. These include ad hoc and “always on” commercial outbound campaigns, tracking and reporting on progress, and iterating strategies based on campaign success. This team will also be responsible for inbound customer calls and requests for commercial and non-operations purposes, where customer success managers will be expected to engage with customers before, during, and after the request is successfully executed for that customer.

What You Will Do

• Team management: Build and scale a high-performing team, with focus on prioritising workloads based on data insights and requirements, championing employee development and maintaining an inclusive work environment.
• Metric tracking: Use CRM tools to monitor relevant customer retention, growth and churn metrics, and prepare and present regular reports on customer retention and portfolio trends to senior management.
• Internal collaboration: Work closely with internal teams such as tech, product, operations, other sales teams and executive leadership in order to create clear cross-department process flows to boost customer satisfaction.
• Contract renewals: Coordinate process for tracking customer contract terms and coordinating renewals and contract negotiation to maximise customer retention.
• Inbound commercial requests: Organise team capacity to cover inbound customer calls and requests for commercial and non-operations purposes, where customer success managers will be expected to engage with customers before, during, and after therequest is successfully executed for that customer.
• Outbound Commercial campaigns: Implement targeted commercial campaigns (e.g.,win-back offers, cross-sell, upsell, etc.), working closely with Go-To-Market team and Marketing.
• Churn analysis: Set-up and oversee process to capture and analyse customer churn reasons, including an off boarding process and checklist and off boarding interviews.
• Churn reduction: Plan customer-oriented churn reduction strategies based on data-driven insights and monitor team execution.
  
  

Who You Are

• Proven experience in Customer Success or Mass Account Management role, ideally in a Payments or Fintech environment. Relevant courses / training desired but not required.
• Experience in building and leading a high-performing team.
• Commercially oriented, strong analytical skills and goal-oriented mindset, with experience in devising and executing go-to-market models.
• Strong analytical skills with experience in data analysis tools (e.g., SQL, Tableau, PowerBI) as well as experience in using CRM tools (e.g. Salesforce)
• Excellent communication, presentation, and interpersonal skills.
• Ability to manage multiple priorities effectively.
• Ability to influence cross-functionally, in a matrix organisation
• Passion for building strong customer relationships and fostering customer loyalty.
• Desired experience working with international internal stakeholders and customers.
  
  

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.