INTERNATIONAL STRATEGIC CUSTOMER SUCCESS MANAGER - BELGIUM & THE NETHERLANDS

Swan is looking for a Partner Success Manager to join our International Partner Management team. You can work from our Paris office (with a hybrid setup of up to 2 remote days per week) or remotely from Belgium or the Netherlands. Our mission is to provide a flawless, end-to-end partner experience. We are all about partner obsession and making sure Swan delivers the smoothest, most elegant embedded banking experience on the market. As a Partner Success Manager , you will manage a portfolio of partners throughout their journey with Swan and own daily project-run on this portfolio. You will be their dedicated project point of contact, a trusted advisor on Swan’s operations and processes, and an internal advocate ensuring every partnership runs at its full potential. Under the supervision of a Country Lead , you will work closely together to ensure seamless alignment between operational success and commercial growth. ✨ Your mission Your primary mission is to ensure our partners are operationally successful with Swan - from the moment they go live to full product adoption and beyond. You own the operational run with your partners, and act as the bridge between our partners’ project teams and Swan’s internal organization, driving satisfaction, reducing friction, and building long-lasting relationships. Concretely, you will: • Support new partners onboarding in implementing their operations, in particular through partner teams training • Ensure live partners run smoothly and are able to operate autonomously • Foster strong, trust-based relationships with partner project teams • Identify and proactively address operational challenges before they become issues • Own operational process improvements identified with your partners ✨ Main tasks • Portfolio management & partner relations • Own a portfolio of partners; serve as their dedicated point of contact for day-to-day topics - project management, processes, operational issues, KPI reviews • Run regular calls and meetings: tackle open items, review performance, align on priorities • Be responsible for providing timely and helpful responses to their inquiries and requests - understand their situation, find the right solution, close the loop Operational excellence & partner health • Run structured portfolio reviews, to assess operational performance, surface bottlenecks, and validate improvement roadmaps • Act as an escalation point for operational issues; coordinate cross-functionally with Support, Compliance, and KYC to drive fast resolution • Spot recurring pain points and push for systemic fixes - not just one-off patches • Report on portfolio health to leadership with clear trends and concrete action plans Training & knowledge enablement • Lead partner onboarding from an operational standpoint, ensuring a smooth go-live and fast path to full autonomy • Design and deliver training sessions for partner teams: support workflows, KYC processes, escalation paths, day-to-day operations • Work with Documentation, Support, and KYC to keep partner-facing resources sharp and up to date • Certify partner teams on Swan processes and run refresher sessions for new processes & operational configuration Embedded Banking Expertise & Commercial awareness • Know your partners’ business: monitor key metrics, read the signals, and initiate action plans before anyone asks • Identify adoption gaps or expansion opportunities in your portfolio and flag them to the KAM team • Work cross-functionally to shape Swan’s solutions around your partners’ real needs • We’re looking for commercial instincts - an understanding that operational success and revenue growth are linked. ✨ Your team You will join the International Partner Management team , part of Swan’s Business department. The team is composed of International Partner Success Managers, working in tandem with Country Leads on their portfolio. Together, we cover the full partner lifecycle from signature to maturity. We operate with high autonomy, a strong bias for action, and a genuine obsession for our partners’ satisfaction. • You have 3–6 years of experience managing a small portfolio of medium-to-high-touch partners or accounts in a Partner Success, Customer Success, Account Management, or Operations role. • You are fluent in English and ideally speak Dutch or French . Dutch is strongly preferred for this role. • You are naturally curious and analytical , with the ability to navigate complex products and operational processes by digging deep to understand root causes. • You take end-to-end ownership , driving issues to resolution while coordinating effectively with internal teams (Product, Engineering, Support) and external stakeholders. • You are highly organized and data-driven , able to prioritize effectively, anticipate risks, and make informed decisions in a fast-paced environment. • You demonstrate strong business acumen , stakeholder management, and communication skills, allowing you to build trusted relationships and identify opportunities to drive partner success. • You continuously look for ways to improve processes, challenge the status quo, and scale operations. • Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door. It’s okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying! 🙌 Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief. When it comes to recruitment, we’re interested in your work experience, skills, and overall personality. Because diversity makes the workplace stronger and is necessary for Swan’s success, we are intensifying efforts to incorporate concrete actions to help us improve in this area.