Customer Success Manager

This is Worldline.

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

Are you passionate about creating exceptional customer experiences? Join our Enterprise Accounts team as a Customer Success Manager, where you'll be at the heart of driving customer satisfaction across innovative self-service solutions in petrol & energy, vending, EV charging, parking, and mobility sectors.

As the trusted advisor to our merchant portfolio, you'll orchestrate seamless customer experiences throughout their journey with Worldline. Your mission will be to build strong relationships, ensure service excellence, and drive customer success through our industry-leading payment solutions. Working with a dynamic team of customer success professionals, you'll have the opportunity to shape the future of digital payments while ensuring our merchants thrive in their respective markets.

Day-to-Day Responsibilities​

Key Responsibilities:

• Drive service excellence through SLA monitoring and fulfillment
• Manage and improve customer satisfaction through proactive engagement
• Lead incident management and escalation processes
• Coordinate with internal teams to ensure service quality

Customer Success:

• Act as primary point of contact for assigned portfolio
• Build and maintain strong customer relationships
• Monitor and report on customer satisfaction metrics (NPS/CSAT)
• Identify and implement service improvements

Operational Excellence:

• Ensure SLA compliance and reporting
• Manage escalations and resolution processes
• Drive continuous service improvement initiatives
• Coordinate cross-functional teams for optimal service delivery

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• 1-3 years working experience in a similar role
• You are B2B client oriented and have a positive pro-active professional attitude.
• You've got substantial knowledge in the Payments/Fintech industry environment.
• Ability to communicate fluently in English, Portuguese & Spanish. Any other European language are a big plus.
• A strong communicator and team player with strong technical affinity and understanding.
• Salesforce experience is highly valuable.

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Enjoy remote work: 50%
• Enjoy flexible working hours: we do not work on Friday afternoons! Intensive work day July and August.
• Enjoy wide range of training through our eLearning platforms (Linkedin Learning, Percipio, Speex, Cross Knowledge).
• Specific training, both technical and managerial (Dockers, Management 3.0, Scrum, Jetpack Compose, Design thinking, ...).
• Join the Worldline Global Expert Community: we organize events where experts share their technological achievements.

Shape the evolution.

We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. And with our empowering culture, strong technology and extensive training opportunities, we help you accelerate your career. Wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.