About the job Flatpay is a fast-growing FinTech founded in 2022 in Copenhagen, transforming payment solutions for merchants. With 1,000+ employees across Europe, we are scaling in France and looking for a Customer Success Manager to lead a team of around ten Customer Success Agents and drive operational excellence. Your mission: deliver an outstanding customer experience at scale by combining hands-on team leadership, performance management, and continuous process improvement (tickets, calls, onboarding, quality). What you'll do Management & performance Lead, coach, and develop a team of ~10 Customer Success/Support reps (hiring, onboarding, 1:1 and group coaching). Own and steer KPIs. Run team rituals: daily/weekly stand-ups, performance reviews, action plans, best-practice sharing. Establish and maintain standards (playbooks, scripts, knowledge base, onboarding checklists). Operations & continuous improvement Oversee inbound calls and tickets; ensure proper documentation and traceability. Partner closely with Sales, Ops, Tech, and Product to solve recurring pain points and improve customer journeys. Identify efficiency levers (process, tools, training) and lead small improvement projects. Quality & customer relationship Raise the bar on service quality: customer-centric posture, first-contact resolution, proactive follow-up on sensitive cases. Handle escalations and key accounts when needed; ensure clear communication and commitment tracking. Who you are 3–6 years in Customer Success/Support, including 1–3 years managing a team of 6–15 people (contact center, CS, support). Strong service mindset and customer satisfaction focus; excellent written and verbal communication. Solid operational rigor: KPI management, prioritization, backlog handling, continuous improvement. Hands-on people leader: coaching, feedback, and building team rhythm and execution. Comfortable in a fast-growing environment with evolving processes; proactive, “roll-up-your-sleeves” attitude. Fluent in French and proficient in English. Technical affinity (support/CRM tools, office suites) is a plus. Why Flatpay? Direct impact on the experience and satisfaction of thousands of merchants. Ambitious team, supportive and innovative environment. Growth opportunities (broader leadership, cross-functional projects, operational excellence). Full-time, on-site in Saint‑Ouen‑sur‑Seine; equipment and training provided. Contact info