Customer Success Specialist Lisboa

Customer Success Specialist
Lisboa
Lisboa, Lisboa, Portugal

Join to apply for the Customer Success Specialist role at Rauva

Join to apply for the Customer Success Specialist role at Rauva

Rauva is Portugal’s first
-
- one platform designed for business owners and entrepreneurs to start, run, and grow their businesses. From opening a business account and managing certified invoicing, expenses, and payments to accessing expert accounting services, Rauva brings everything you need into one single place.

Combining
- edge technology with personalized human support, we simplify daily business finances so entrepreneurs can focus on what truly matters — growing their business. And this is just the beginning, as we're in the process of acquiring the bank Montepio Empresas.

Our achievements say it all:

• Awarded Mastercard For Fintechs Europe 2024
• Winner of the Banking Tech Awards 2024
• Recognized in the Technology Fast 50 2024 by Deloitte
• Winner of the Prémio Navegantes XXI 2024
• Selected by Banco de Portugal for the Finlab Portugal program
• Selected by Unicorn Factory Lisboa
• Honoured as the Tech Innovator in Portugal 2023 by KPMG

Founded just two years ago in Lisbon, Rauva has experienced rapid growth — expanding from 40 to 100 team members in just one year, representing over 10 nationalities and proudly maintaining a workforce that is 47% female.

Your work at Rauva will directly impact thousands of entrepreneurs as you collaborate with a passionate team of innovators to create
- edge,
- focused products that are transforming the future of Portuguese businesses.

About You

You’re a people person through and through. You thrive on helping others succeed, and you love solving problems on the fly. You’re not afraid to pick up the phone and handle tough conversations. You are solution oriented and embody Rauva’s “Get Stuff Done” value. You understand the unique challenges that SMEs face, especially in
- moving environments. You know that supporting customers goes beyond product questions;



it means understanding their business, their pain points, and their
- term goals. You're the kind of person who sees “customer success” as both a mindset and a mission.

What’s the Role

As a Customer Success Specialist at Rauva, you’ll play a key role in retaining and growing our SME customer base. You’ll ensure users see the full value of our platform. You’ll become their trusted advisor, guiding them not only through our features, but also through the everyday challenges of running a business. Your job is part account management, part support, part business advisory, and a whole lot of proactive
- building.

Key Responsibilities

• Ensure customers are getting maximum value from Rauva’s product suite.
• Build and maintain strong relationships with SME customers, becoming their
  - to person at Rauva.
• Drive user retention and growth by identifying upsell and
  - sell opportunities. One of the key KPIs to drive is # customers actively engaged with Rauva’s products
• Proactively reach out to users to offer support, insights, and
  - ins.
• Manage account escalations and help
  - escalate tense situations with empathy and efficiency.
• Handle cash collection for missed or overdue payments.
• Use CRM tools (e. G. , Hub
  Spot) and ticketing platforms (e. G. , Helpscout) to manage customer journeys and internal workflows.
• Maintain high standards around SLAs, KPIs, and internal processes.
• Collaborate
  - functionally with Product, Sales, and Ops to feed customer insights back into the business.

What’s Your Ideal Background?

• 3+ years in a
  - centric role (Customer Success, Account Management, Support, etc. ), preferably serving SME customers
• Comfortable with CRMs, workflow tools, ticketing systems, and
  - driven environments
• Strong communication and interpersonal skills - you know how to listen, empathize, and act
• You boast experience in churn management and have an understanding of subscription billing models and contractual terms/ complexities
• Experience handling and resolving complaints
• Familiarity with accounting or
  - related topics is preferred
• Fearless on the phone - this role involves plenty of live conversations
• Thrives in
  - paced, dynamic, and sometimes chaotic environments
• Portuguese and English fluency are mandatory. Other European languages a plus

What We Can Offer You

• Competitive salary above the industry average
• Hybrid working model - three flexible days in the office per week
• Dynamic and inclusive work environment where innovation thrives
• Leadership opportunities and a path to grow within a
  - scaling startup
• Team offsites, community events, and an inspiring mission at the heart of everything

The Hiring Process for This Role

• MBTI Test
• 1st Interview:
  
  Intro call with People team (culture fit)
• 2nd Interview:
  
  Technical Interview with Hiring Manager
• Competencies & Technical Assessment
• Final Interview & Job Offer

Join the Rauva mission to make entrepreneurship easily accessible to everyone.

Be part of Rauva’s mission to make entrepreneurship easily accessible to everyone.

If you’re driven about innovation, excel in a
- paced startup environment, and want to be involved in impactful solutions, Rauva is the place for you. Join us in shaping the future of banking and enabling SMEs to grow and succeed across Europe.

Be part of a groundbreaking journey where innovation meets impact, and help us create something truly pioneer.

Seniority level

- Seniority level

Mid-Senior level

Employment type

- Employment type

Full-time

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