myPOS is an innovative fintech company serving small and medium-sized business clients across the European Economic Area, Switzerland and the UK. It provides easy and convenient in-store, online and on-the-go payment solutions to more than 200,000 businesses in over 35 European countries. With 20 locations across Europe, myPOS boasts a team of nearly 750 employees.

We are seeking an experienced and dynamic Customer Success Manager to join our Customer Service Team. This role will be leading a multi-language team of Customer Success Agents focused on churn prevention and product upsell execution strategies. The ideal candidate will be passionate about delivering exceptional customer experiences, proactively improving customer engagement, and driving business growth.

What you’ll do:

• Oversee a multi-language team of Customer Success Agents, ensuring a proactive approach to customer service;
  
• Prepare and refine scripts, set performance targets, and implement best practices to enhance agent effectiveness;
  
• Track and analyze KPIs and performance metrics to drive continuous improvement in team outcomes;
  
• Provide coaching, feedback, and training to empower team members and foster a high-performance culture;
• Develop and implement strategies to minimize customer churn and maximize retention;
• Identify opportunities for product upsell and cross-sell, leveraging customer data and insights;
• Collaborate with agents to execute upsell strategies and ensure customer satisfaction;
• Work closely with the Data Analyst team to provide feedback for refining customer analytics and AI models;
• Leverage data-driven insights to anticipate customer needs and design personalized service strategies;
• Partner with Marketing, Sales, Product, and Customer Support teams to align strategies and enhance customer offerings;
• Serve as a customer advocate to influence product development and marketing initiatives;
• Share customer feedback and insights to drive continuous improvement in products and services;
• Design and implement proactive customer engagement frameworks to ensure seamless service;
• Develop processes and tools to improve the overall customer journey and enhance satisfaction;
• Identify and resolve escalations, ensuring a positive resolution and relationship preservation.

What does it take to succeed in this position?

• Proven 5+ years experience in Customer Success, Customer Service, or Account Management roles;
• Strong track record in churn prevention, upselling, cross-selling or similar initiatives;
• Data-driven mindset with a solid understanding of customer analytics and KPIs;
• Strong communication, scriptwriting, and presentation abilities;
• Proficiency in using CRM tools, customer success platforms, and AI-driven analytics tools;
• Ability to work cross-functionally with diverse stakeholders;
• Strong problem-solving skills and customer-first mindset;
• Opportunity to work at the intersection of customer service and cutting-edge analytics;
• Lead a high-performing, customer-centric team;
• Collaborate with a dynamic and diverse team across various departments;
• Drive meaningful impact through customer success and retention strategies;
• Excellent English knowledge (at least C1 level);
• Proficiency in additional languages would be an asset.

Why you should join myPOS:

• Vibrant international team operating in hi-tech environment;
• Annual salary reviews, promotions and performance bonuses;
• myPOS Academy for upskilling and training;
• Unlimited access to courses on LinkedIn Learning;
• Refer-a-friend bonus as we know that working with friends is fun;
• Individual training and development budget;
• Teambuilding, social activities and networks on multi-national level.

What we offer:

• Excellent compensation package;
• 25 days annual paid leave (+1 day per year up to 30);
• Full “Luxury” package health insurance including dental care and optical glasses;
• Meal vouchers of 160 BGN per month;
• Onsite fitness, bowling, and relax areas (Varna) or free of charge Multisport card (Sofia);
• Free coffee, snacks and drinks at the office.

About us:

Founded in 2014, the myPOS platform gives micro businesses and SMEs everything they need to accept payments and manage various aspects of their business, including selling remotely, accelerating cash flow and enabling e-commerce. Business owners receive a free multicurrency merchant account and dedicated IBAN per currency, a business debit card, digitised business management capabilities, and a powerful platform to help them sell anywhere.

In 2024, myPOS was acquired by Advent International, one of the largest and most experienced global private equity investors. With Advent’s help, myPOS has ambitious plans to accelerate its growth and capture the opportunities of the market to become the leader in the SME payment industry.

For its continued innovation in payments, myPOS has won many prestigious awards including Best Business Payments System at the PayTech Awards in 2024, the Point of Sale Innovation at FinTech Breakthrough in 2023 and 2024, and Best Use of Mobile by FStech in 2022. For more information, please visit www.mypos.com.

Apply by filling in the form below and send your CV in English!

myPOS is committed to providing equal employment opportunities. All qualified candidates will be considered for employment without discrimination based on age, ancestry, colour, marital status, national origin, physical or mental disability, medical condition, veteran status, race, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

Your application will be confidentially reviewed in line with the General Data Protection Regulation (GDPR). Personal information will be used solely for the job application and will be stored for a period needed by the application process. Only short-listed candidates will be contacted. Good luck!