Customer Success Manager (German speaking)

About us GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.  GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions. We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States. At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!  And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply! The role We are seeking a dynamic Customer Success Account Manager to join our Customer team for the DACH & Benelux market. You will manage a portfolio of DACH & Benelux based merchants (mostly Germany), driving their growth and contributing to the expansion of our international business. What excites you  * Portfolio Management: Take full commercial ownership of a portfolio of our DACH customers (150+ customers; $3 million in ARR). * Revenue Growth: Identify, cultivate, and secure opportunities to enhance customer engagement and increase transaction volume across the portfolio. * Risk Mitigation: Mitigate risk including managing renewals and ensuring customer retention. * Customer Reporting and Insights: Provide regular reports and updates on account performance and customer feedback. Identify and expose valuable insights to customers during Success reviews. * Product Expertise: Gain in-depth knowledge of our payment solutions to effectively support customer onboarding, optimize usage scenarios, and demonstrate product value to drive customer success. What excites us   * Proven track record in managing and growing a portfolio of accounts. * Passion for helping customers. * Strong listening and verbal communication skills: quickly understand customer needs or issues and deliver clear responses via video calls, emails, and in-person meetings. * Experience prioritizing time between multiple important and urgent issues. * Enjoy working cross-functionally and partnering with other teams on projects. * Operational mindset with a focus on improving effectiveness and efficiency. * Experience in working with DACH customers. * Native German language (or professional level) and fluent English. Additional languages, specifically Dutch and/or French are a plus. Base salary range: £65,600 - £98,400 + 40% OTE Base salary ranges are based on role, job level, location, and market data.  Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range (£65,600 - £82,000) until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work. (SOME OF) THE GOOD STUFF * Wellbeing - stay healthy with dedicated support and medical cover * Work away scheme - gives you the option to work away from your country of residence for up to 90 days in any 12 month period * Adaptive Working - allows you to work flexibly, around your lifestyle * Parental leave - to suit everyone embarking on life's great adventure * Learning Budget - lead your own development with an annual learning budget * Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’) LIFE AT GOCARDLESS   We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Working this way creates the GC magic- the reason we all love showing up to work.  DIVERSITY & INCLUSION As of April 2025, we had 806 employees (GeeCees) globally, with 524 based in the UK, 163 based in Latvia and 119 across our other offices. To ensure that we're representative of the world around us - and to be able to review relevant benchmarks - we ask GeeCees to voluntarily disclose diversity data. This year, the proportion of GeeCees providing data increased to 88% (up from 79% in 2024). With regards to diversity within GoCardless, we can see GeeCees identifying as: Asian, Black, Mixed or Other — 25%  Neurodiverse — 9%  LGBTQIA+ — 9%  Disabled — 1%  Average age — 33 Female — 45% Male —  55%  We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support. If you want to learn more, you can read about our Employee Resource Groups and objectives here Sustainability We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. Check out our sustainability action plan here. Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.

About Harry’s Harry’s is a men’s grooming brand that offers high quality shave, body, hair, and skin care products at an exceptional value. Launched in 2013, Harry’s redefined the shaving experience and helped pioneer the earliest era of direct to consumer in the process. Since then, the brand has become the #2 shave brand globally and expanded to offer products for every step in its customer’s routine. Harry’s is also on a mission to ensure guys have access to quality mental health care. To date, the brand has helped connect over 2 million men to quality mental health resources. Harry’s is part of Mammoth Brands, the modern CPG company behind category-leading brands Harry’s, Flamingo, Lume, Mando, and Coterie. Driven by a mission to “Create Things People Like More,”  the company is creating a new model—and home—for brands, founders, and talent looking to solve unmet needs, improve peoples’ lives and ultimately change the status quo. Even as we grow, we take extra care to maintain the small, scrappy, entrepreneurial culture that helped to get us where we are today: a company that people like more, that better serves its customers, employees, and community. Mammoth Brands is committed to making a positive impact and donated over $20 million through our network of nonprofit partners to date.  We build brands that move fast and think big — and we hire people who are curious about AI, willing to experiment with it in their day-to-day work, and excited to accelerate what's possible. We prioritize giving our team the tools, training, and space to build real fluency, so you grow alongside the technology and help shape how we use it.   This is a full-time role with an expectation to work on Saturday or Sunday. Candidates must speak and write in German and English. Must live in the United Kingdom with 3 days required in the Soho London office.     The Team At Harry’s, the Customer Experience Team is the bridge between our brand and the people who use our products. We’re passionate about creating an effortless experience for every customer who reaches out, bringing Harry’s voice to our customers and their voices back to the broader team. By advocating for our customers and fostering a diverse and inclusive environment, we aim to improve the overall Harry’s experience for everyone.   The Role You will ensure all of our customers around the globe have a best-in-class customer experience across multiple channels. As a subject matter expert who can both problem-solve and connect with customers on a human level, you will be part of an empathetic and supportive team where your front-line work is directly connected to the growth and success of Harry’s. You will be an integral part of the team that thrives on surprising and delighting our customer base across the US, Canada, the UK, EU, and beyond.   What you will accomplish: * Deliver personalized, seamless support to all customers across the globe via contact channels, including Phone, Email, SMS, Social Media, and Chat, while maintaining quality and productivity standards according to our success matrix, CXPectations. * Thrive in a fast-paced environment by confidently solving customer challenges and providing outstanding service. * Build lasting relationships through clear, interactive communication that leaves a positive impression. * Master internal tools and processes to efficiently manage customer relationships, maintain organized records, and accurately handle inquiries. * Identify trends, pain points, and opportunities early to deliver a world-class experience and consistently improve our offerings. * Strategize and innovate to enhance service quality, streamline processes, and exceed customer satisfaction goals. * Collaborate with CX Management and cross-functional teams—Engineering, Brand, Trust & Safety, and Supply Chain—to drive key projects that impact the larger business. * Monitor and communicate real-time trends and insights to the CX team and other departments to inform strategy and decision-making. * Foster a positive, dynamic, and team-first culture by actively contributing to projects and supporting your teammates. * Share customer feedback with internal teams to help improve products, policies, and overall experience * Actively participate in team meetings to discuss trends, challenges, and opportunities for improvement * Identify customer trends in real time and communicate with the CX team and other departments * Embody the company’s mission and ensure every customer interaction aligns with our commitment to simplicity, approachability, and exceptional quality.   This should describe you: * Communicate with clarity and confidence across every customer service channel. * Show genuine empathy by stepping into the customer’s shoes and understanding their needs. * Bring top-notch computer skills and a strong technical aptitude to every interaction. * Love e-commerce and enjoy teaching others about exciting, cutting-edge tech. * Build rapport effortlessly, creating instant connections with those you interact with. * Embody a strong work ethic and entrepreneurial mindset, ready to tackle anything that comes your way. * Stay eager to learn, grow, and expand your professional expertise at every opportunity. * Think on your feet, solve problems creatively, and easily adapt to any situation. * Embrace lifelong learning, always striving to improve yourself, your team, and your impact on the world. * Welcome direct, honest, and supportive feedback to drive personal and team success. * Actively seek out ways to support and uplift your teammates, helping everyone around you shine. * Thrive on new challenges, finding excitement in tackling the unknown. * Keep a sense of humor. While you should take the work seriously, never take yourself too seriously!   Here's who you'll work with: * Report directly to the Customer Experience Team Lead and interact frequently with the broader CX Management Team * Work with awesome CX Associates who make every day a fun one. (custom emojis and GIFs are highly encouraged!) * Catered breakfast on Wednesday mornings and team lunch on Tuesdays and Thursdays * Bond over snacks. Every 6 weeks you get to pick where we place on our office pantry order   Benefits and perks * Private medical and comprehensive dental coverage * Pension savings plan with company match * Group Income Protection and Life Assurance benefits * Equity in Mammoth Brands * Generous time off plus 8 paid bank holidays * Wellness and L&D stipends * 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years * 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood * Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop * Free products from our family of brands Mammoth Brands is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. Mammoth Brands is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Mammoth Brands' commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company. If visa sponsorship is required for work authorization, please note that Mammoth Brands in collaboration with immigration counsel will manage and submit all necessary legal filings on behalf of the candidate.