Customer Service & Customer Success Team Lead

Aleph; Madrid; Presencial; EUR 43.000 - 53.000; Jornada completa

Descripción de la vacante

Aleph in Madrid is seeking a Customer Service & Customer Success Team Lead to own the post-sale journey for a global card issuing and embedded finance solution, from go-live to expansion. It's a role blending hands-on Customer Service leadership with real Customer Success accountability: you’ll spot churn risk before it becomes a lost account and drive growth.

Reporting to the Senior Product Manager & Product Sales Lead, you’ll sit at the center of the customer experience for a proposition

Formación

• Customer Success or Account Management experience in payments, fintech or financial services.
• Strong knowledge of card issuing, FX, payments, card acquiring and/or e-commerce.
• Commercial mindset with experience driving adoption, retention or cross-sell.
• Experience with customer health frameworks, churn prevention and QBRs is desirable.
• Fluent English; Baltic language, Slovak, German or Slovenian is a strong plus.

Responsabilidades

• Own ongoing customer relationships following implementation and onboarding, and lead QBRs with key customers
• Monitor customer health indicators including adoption, spend, utilisation, service trends and engagement
• Own retention and churn management, identifying at‑risk accounts early and coordinating recovery actions
• Monitor agreed spend volumes and work with customers and Sales to close utilisation gaps
• Identify cross‑sell and expansion opportunities across card issuing, FX, payments, working capital and related embedded finance solutions
• Partner closely with Sales on account development, retention and growth

Conocimientos

Customer Success

Account Management

Payments/Fintech

Customer health

Churn prevention

QBRs

English fluency

Descripción del empleo

Are you ready to join our digital revolution journey?

At Aleph, we’re not just part of the digital advertising landscape—we’re shaping its future. Representing the world’s leading platforms, including TikTok, Amazon, Google, and nearly 55 others, we operate in 130+ markets across new and existing geographies.

Our mission is to empower advertisers and brands to unlock the full potential of these platforms' advertising capabilities. By fostering long-lasting partnerships, we create limitless opportunities for people and businesses to advertise effectively at both local and global levels.

With a presence spanning continents, Aleph offers you the chance to be part of a fast-growing, innovative team where your work makes a direct impact. If you’re ambitious, forward-thinking, and eager to thrive in a dynamic, global environment, Aleph is the perfect place to build your career.

We are looking for a Customer Service & Customer Success Team Lead to support our Team in Madrid!

You’ll own the entire post-sale journey for a global card issuing and embedded finance solution, from the first day a customer goes live to how their relationship grows over time. It's a role that blends hands-on Customer Service leadership with real Customer Success accountability: you'll be the person who spots a churn risk before it becomes a lost account, and the one who turns steady usage into expansion. Reporting to the Senior Product Manager & Product Sales Lead, you'll sit at the center of the customer experience for a proposition spanning card issuing, FX, payments and working capital.

What You’ll Do

Customer Success, Retention & Growth

• Own ongoing customer relationships following implementation and onboarding, and lead QBRs with key customers
• Monitor customer health indicators including adoption, spend, utilisation, service trends and engagement
• Own retention and churn management, identifying at‑risk accounts early and coordinating recovery actions
• Monitor agreed spend volumes and work with customers and Sales to close utilisation gaps
• Identify cross‑sell and expansion opportunities across card issuing, FX, payments, working capital and related embedded finance solutions
• Partner closely with Sales on account development, retention and growth

Customer Service & Escalation Leadership

• Lead the L1 Customer Service function, staying hands‑on during launch and scale‑up
• Oversee onboarding, product education and day‑to‑day customer support
• Own the human-assisted support model for chatbot/client-dashboard cases requiring human intervention
• Manage the L1/L2/L3 escalation framework with financial partners and internal stakeholders
• Monitor customer satisfaction, response/resolution times, retention, churn, adoption and spend growth

What You Need For This Role

• Customer Success, Customer Service or Account Management experience within payments, fintech or financial services
• Strong knowledge of card issuing, FX, payments, card acquiring and/or e‑commerce
• Experience with issuers, processors or other financial partnersCommercial mindset with experience driving adoption, retention, account growth or cross‑sell
• Experience with customer health frameworks, churn prevention and QBRs is highly desirable
• Fluent English ; Baltic language, Slovak, German or Slovenian is a strong plus

What Will Make Us Really Love You

• You bring a track record of success in a similar role, with hands‑on experience.
• You’re not afraid to challenge the status quo and bring fresh, out‑of‑the‑box ideas to the table.
• You anticipate challenges before they arise and take initiative to find effective solutions.
• You have an eye for detail.
• You thrive on teamwork but also bring a driven, goal‑oriented spirit.
• You’re genuinely enthusiastic about advertising, ad‑tech, and staying ahead of industry trends.
• You have the ability to engage and communicate with internal and external stakeholders in a positive and approachable way.

What You’ll Love About Us

• We care about your individuality by giving you freedom to grow and create within the company, regardless of your position
• Learn from the best: Our state of the art workshops guarantee the latest insights into digital advertising
• Be part of a company with a truly global footprint, working with leading brands, platforms, and publishers across 90+ markets.
• We foster a dynamic environment where creativity, collaboration, and bold ideas are encouraged and celebrated.
• Join a diverse, multicultural team that values and embraces different perspectives, experiences, and talents.
• At Aleph, your work directly contributes to connecting brands and consumers in meaningful ways, shaping the future of digital advertising.

In line with the EU Pay Transparency Directive, we are committed to fair and open compensation practices. For this role, the minimum gross annual base salary is EUR 48,000. In addition to base salary, this role includes a variable component, paid annually. The final offer will reflect your experience, skills, and the scope of the role.

Why Join Us?

Aleph is a place of many cultures, perspectives, and talents. We support each other, creating an environment of giving and receiving. We value partnership and communication because we believe it takes a group of people to achieve great things. We are energized by our ever-changing industry, our curiosity keeps us learning and seeking out new opportunities.

We stay flexible and adaptable, and believe in moving with the speed of change. We encourage everyone to strive for more, providing our internal talent with growth opportunities and the ability to learn together.

#ALEPH