Customer Success Specialist

Responsibilities

• Build and maintain strong relationships with assigned clients.
• Develop and execute customer success plans to drive product adoption and satisfaction.
• Design and implement a standardized framework for collecting and acting on client feedback to continuously refine the customer experience.
• Monitor usage metrics and proactively address risks to retention or expansion.
• Serve as the primary point of contact for addressing client feedback and potential service gaps.
• Collaborate with Product, Engineering, Support, Business Development, and Marketing teams to resolve issues, deliver enhancements, and support renewals.
• Conduct regular business reviews and strategic check-ins with clients, in alignment with Business Development members.
• Advocate for customer needs and feedback in internal roadmap discussions.
• Identify reference customers, gather testimonials, and support customer engagement activities such as webinars or user groups.
• Apply empathy, active listening, and relationship-building skills to foster long-term partnerships.

Requirements

• 3–5 years of experience in customer success, account management, or client services.
• Prior experience in a software company serving financial institutions (payments, core banking, digital banking, etc.).
• Strong understanding of banking operations, payment systems, and regulatory environments.
• Excellent communication and presentation skills, especially with senior stakeholders.
• Ability to manage multiple accounts and prioritize effectively.
• Problem-solving mindset with a proactive approach to customer engagement.

Preferred Qualifications

• Experience working with central banks or large-scale financial institutions.
• Familiarity with ISO payments industry standards.
• Technical aptitude to understand APIs, integrations, and software workflows.
• Experience with CRM systems and analytics dashboards.
• Familiarity with customer success metrics such as NPS, CSAT, retention rate, and product adoption indicators.
• Exposure to customer health scoring and lifecycle planning.