Customer Service & Customer Success Team Lead

Uplift People Consulting; Madrid; On-site; EUR 52,000 - 75,000; Full time

Job summary

Uplift is seeking a Customer Service & Customer Success Team Lead to own the post-sale journey for a global card issuing and embedded finance solution. You will combine relationship management with hands-on service leadership to drive retention, growth and cross-sell opportunities.

Based in Madrid, you will oversee onboarding, monitor customer health, lead L1/L2/L3 escalations and partner with Sales on account development, ensuring a superb customer experience across regions.

Qualifications

• Experience in Customer Success, Customer Service or Account Management within fintech or payments.
• Knowledge of card issuing, FX, payments, acquiring and/or e-commerce.
• Experience working with issuers, processors or financial partners.
• Strong commercial mindset with experience in retention, adoption, account growth or cross-sell.
• Experience with QBRs, customer health and churn prevention is a plus.
• German, a Baltic language, Slovak or Slovenian is a strong plus.

Responsibilities

• Own customer relationships following implementation and onboarding.
• Monitor adoption, spend, utilisation and overall customer health.
• Lead retention and churn prevention activities.
• Identify cross-sell, account growth and expansion opportunities.
• Lead QBRs and partner with Sales on account development.
• Lead the L1 Customer Service function, particularly during launch and scale-up.
• Oversee onboarding, product education and day-to-day customer support.
• Manage L1/L2/L3 escalations with internal teams and financial partners.
• Track customer satisfaction, response times and service performance.

Skills

Customer Success

Customer Service

Account Management

Retention & cross-sell

QBRs

German language

Job description

Uplift is a dynamic agency specializing in global talent search, covering EMEA, LATAM, USA, and APAC. With successful placements in 52 countries, we combine speed and cutting-edge technology to source top executive and mid-senior talent across various functions. Our innovative approach integrates global networks, AI, and advanced recruitment tools. Beyond recruitment, we engage with our audience through our podcast, newsletter, and webinars, ensuring we stay at the forefront of talent acquisition and global HR trends.

About Our Client

Our client is a global fintech company providing payment and financial solutions for businesses

We're looking for a Customer Service & Customer Success Team Lead to own the post-sale customer journey for a global card issuing and embedded finance solution.

This role combines Customer Success, relationship management and hands-on Customer Service leadership. You'll focus on keeping customers engaged, identifying risks early and turning successful product usage into retention, growth and cross-sell opportunities.

What You'll Do

• Own customer relationships following implementation and onboarding
• Monitor adoption, spend, utilisation and overall customer health
• Lead retention and churn prevention activities
• Identify cross-sell, account growth and expansion opportunities
• Lead QBRs and partner with Sales on account development
• Lead the L1 Customer Service function, particularly during launch and scale-up
• Oversee onboarding, product education and day-to-day customer support
• Manage L1/L2/L3 escalations with internal teams and financial partners
• Track customer satisfaction, response times and service performance

What We're Looking For

• Experience in Customer Success, Customer Service or Account Management within fintech, payments or financial services
• Good knowledge of card issuing, FX, payments, acquiring and/or e-commerce
• Experience working with issuers, processors or financial partners
• Strong commercial mindset with experience in retention, adoption, account growth or cross-sell
• Experience with QBRs, customer health and churn prevention is a plus
• German, a Baltic language, Slovak or Slovenian is a strong plus

This is a great fit for someone who can combine strong customer relationships with operational service leadership and a commercial mindset.