Enterprise Customer Success Manager
About Us
Pangea offers a smarter way for people to move money around the world to friends and family. Founded in 2012, Pangea started with a mission to revolutionize the remittance industry by providing customers a powerful, easy-to-use mobile application to send money internationally. Since then, we have grown to offer additional products and services to help underbanked immigrants gain financial independence.
Pangea operates as an independent subsidiary under Enova International (NYSE: ENVA). Also headquartered in Chicago, Enova is a leading financial technology company offering accessible credit to millions of customers. Together, Pangea and Enova are on a mission to help hardworking people get access to fair financial services.
As Pangeans, we value introspection, accountability, empowerment, excellence, and above all, kindness. We believe in a fierce dedication to customer experience. We know that diversity is the key to innovation and creativity. If you have a growth mindset and you thrive under pressure, you’re a great fit for our team!
Pangea is seeking our first Customer Success Manager to support our Enterprise line of business, Pangea Connect. Pangea Connect enables Remittance-as-a-Service (RaaS) Partners to scale their business through new revenue streams and extend their brand into new markets across the globe. Pangea Connect offers RESTful APIs that enable clients to offer their customers money transfer as a feature in their existing applications, as well as a White Lable solution. Reporting to the Head of Enterprise, you will play a critical role in the implementation, execution, and success of our RaaS products.
As Enterprise Customer Success Manager, you'll get to:
- Serve as your client’s main point of contact and guide throughout their customer journey after the sales transition hand-off.
- Manage new client onboarding from gathering documentation through certification, including internal coordination and operational launch. The CSM will own testing and production validation for API clients.
- Develop and update onboarding playbooks for new product offerings in the Enterprise line of business.
- Partner with Enterprise Product Manager to launch new white-label mobile apps.
- Partner with Marketing to develop and execute marketing launch strategies for newly on-boarded clients, and to track, report on and improve the performance of ongoing campaigns.
- Partner with various teams (Compliance, Marketing, Engineering, Product, Finance, Legal) to ensure excellent execution and resolve issues.
- Prepare regular reporting on implementation progress and post-launch performance to the client and internally to leadership.
- Lead weekly external meetings with Enterprise clients to ensure seamless execution of all operations related to each client’s White Label app.
- Identify and upsell new opportunities that align with your client’s strategic growth goals.
The ideal candidate will have:
- A bachelor's degree.
- 3+ years of experience in Customer Success, Account Management, or Product Operations in a SaaS environment.
- 5+ years of professional experience.
- Proven experience crafting and presenting materials to internal and external stakeholders, with a natural ability for storytelling.
- Ability to collaborate and build strong relationships with clients, and engage across multiple corporate functions.
- Strong business and technical acumen.
- Proven track record of high customer health metrics, and referenceable accounts.
Bonus points if you have:
- Experience working in project management platforms such as Asana.
- Experience in the financial services or payments industry.
Pangea is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.