Remote Customer Success Specialist - German OR Dutch Speaker (Freelancer)

## **About Finom** At Finom, we're transforming the way entrepreneurs and small businesses manage their finances. Our mission is to make business banking simpler, smarter and more intuitive, giving business owners more time to focus on what matters most—growing their business. As one of Europe's fastest-growing fintech companies, we're building the future of financial services through innovation, technology and an obsession with delivering exceptional customer experiences. We're a truly international company with colleagues across Europe, embracing flexibility, collaboration and continuous learning. We believe great ideas can come from anywhere, which is why we offer fully remote working while also giving our people the opportunity to connect and collaborate from our offices in Amsterdam, Cyprus, Kraków and Barcelona. If you're passionate about helping customers succeed, enjoy solving problems and want to make a real impact in a fast-growing fintech, we'd love to hear from you. ### About the Role As a Customer Success Specialist, you'll play a key role in helping our customers get the very best from Finom. Unlike a traditional Customer Care role, you'll work proactively with existing customers to understand their business, identify opportunities to help them grow, and ensure they're getting maximum value from our products and services. You'll become a trusted advisor, helping customers discover features they may not be using, recommending the most suitable plans for their business, and proactively reaching out to customers who may need additional support or guidance. You'll also play an important role in reducing customer churn, increasing product adoption and helping shape the future customer experience by providing valuable feedback to Product, Marketing and Operations teams. ### What You'll Be Doing - Proactively engage with existing customers via phone, chat and email. - Build trusted relationships with your customer portfolio. - Understand each customer's business, goals and financial needs. - Help customers get the most value from Finom by introducing relevant features and products. - Recommend the most appropriate plans and services based on customer needs. - Identify opportunities to increase product adoption and customer engagement. - Proactively contact customers showing signs of churn and help retain them. - Re-engage dormant customers and encourage greater use of Finom. - Educate customers on new features, products and best practices. - Gather customer feedback and identify opportunities to improve the customer journey. - Work closely with Product, Marketing, Sales and Operations to improve the customer experience - Become an advocate for our customers, ensuring their voice is represented across the business. ### What Success Looks Like You'll be measured on outcomes that make a real impact on both our customers and the business, including: - Increased product adoption - Increased customer engagement - Higher customer retention - Reduced customer churn - Increased plan upgrades and revenue opportunities - Excellent Customer Satisfaction (CSAT) - Achievement of proactive outreach targets - Positive customer feedback and long-term customer relationships ### What We're Looking For - Native in **German OR Dutch**, plus C1 in English - **At least 6 months of experience providing customer support through phone calls** - Excellent communication and relationship-building skills. - A genuine passion for helping customers succeed. - A proactive mindset with the confidence to reach out to customers. - Strong problem-solving and consultative skills. - Commercial awareness with the ability to understand customer needs and recommend suitable solutions. - Comfortable speaking with customers over the phone as well as via chat and email. - Curious, adaptable and eager to learn. - Any background in fintech or financial sector is desirable ### Why join Finom? At Finom, you'll have the opportunity to build a career, not just a job. W…