Customer Success Lead

About the role

The Customer Success Lead will drive onboarding, activation and ongoing relationship management for our digital financial services customers, ensuring they understand and effectively use our products.

Key responsibilities

• Lead customer onboarding and activation, monitor completion rates and improve processes.
• Develop strong relationships with key customers, serve as escalation point for complex issues.
• Design initiatives to improve retention, reduce churn and identify cross‑selling opportunities.
• Monitor the end‑to‑end customer journey, gather feedback and translate insights into product improvements.
• Collaborate with Product, Sales, Risk, Compliance, Technology and Marketing teams to ensure a seamless customer experience.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Finance, Customer Experience, Communications or related field.
• 2–3 years of experience in Customer Success, Account Management or similar roles, preferably in FinTech, banking or digital payments.
• Strong understanding of customer lifecycle management, retention strategies and data‑driven decision making.
• Excellent written and verbal communication, stakeholder management and problem‑solving abilities.