Customer Success & Account Growth Lead - B2B Payments & Fintech

Michael Page; Madrid; On-site; EUR 90,000 - 120,000; Full time

Job summary

Michael Page is recruiting a Customer Success & Account Growth Lead to own the post-sales journey and scale the CS function for a fast-growing fintech business. You will lead a growing team and build lasting partnerships with strategic clients across international markets.

You will collaborate with Product, Commercial and Operations to shape processes, drive retention, adoption and revenue growth, and establish scalable CS playbooks for global expansion.

Qualifications

• Experience within fintech, payments, SaaS or technology environments.
• Previous experience managing and developing customer-facing teams.
• Strong leadership, cross-functional collaboration and strategic account management.

Responsibilities

• Lead, develop and mentor the Customer Success team and define KPIs.
• Own relationships with strategic customers post-implementation.
• Drive retention, identify expansion opportunities and manage risk.
• Drive onboarding, adoption and measure usage to improve the offering.
• Build scalable CS processes and cross-functional collaboration for growth.

Skills

Fintech experience

Customers & teams leadership

Job description

• Experience within fintech, payments, SaaS or technology environments
• Previous experience managing and developing customer-facing teams

Our client is a fast-growing international technology and financial services organization operating across multiple global markets.As part of an ambitious growth strategy, the company is launching a new B2B financial solutions venture focused on helping businesses better manage payments, operational spending and liquidity through innovative financial products and embedded finance capabilities.Backed by an established international group with significant scale, resources and market presence, this new division combines the agility, pace and entrepreneurial mindset of a startup with the support and stability of a global organization.The business is currently entering a pivotal growth phase, creating a unique opportunity to join at an early stage and play a key role in shaping both the customer experience and customer growth strategy from the ground up

We are looking for a Customer Success & Account Growth Lead to own the post-sales customer journey and lead a growing Customer Success function within a newly launched fintech business.This role combines customer success leadership, account development and team management responsibilities. You will be responsible for ensuring customers maximize value from the platform while driving retention, adoption, customer satisfaction and account growth.Working closely with Product, Commercial and Operations teams, you will play a critical role in shaping customer processes, scaling customer engagement initiatives and building long-term partnerships with strategic clients.This is an opportunity to join a business in its early stages and directly influence how customer success is built and scaled internationally.Customer Success Leadership

• Lead, develop and mentor the Customer Success team.
• Establish best practices, processes and performance standards.
• Foster a customer-centric, high-performance culture.
• Support team growth and future hiring initiatives.
• Define objectives, KPIs and development plans for team members.

Customer Relationship Management

• Own relationships with a portfolio of strategic customers.
• Act as the main point of contact for key accounts post-implementation.
• Build strong long-term partnerships with senior stakeholders.
• Conduct regular business reviews and strategic account meetings.
• Ensure customers achieve their objectives and maximize value from the platform.

Retention & Account Growth

• Drive customer retention and minimize churn.
• Identify expansion, cross-sell and upsell opportunities across existing accounts.
• Develop account growth strategies in collaboration with Commercial teams.
• Monitor customer health and proactively address risks.
• Support revenue growth through increased product adoption and customer engagement.

Product Adoption & Customer Experience

• Drive onboarding, adoption and ongoing utilization of the platform.
• Measure customer success through usage, engagement and satisfaction metrics.
• Gather customer feedback and collaborate with Product teams to improve the offering.
• Identify pain points and implement initiatives to enhance the customer experience.
• Serve as the voice of the customer internally.

Operational Excellence

• Build scalable customer success processes and playbooks.
• Establish reporting frameworks and customer success KPIs.
• Monitor performance metrics including adoption, retention, satisfaction and growth.
• Work cross-functionally with Product, Sales, Finance and Operations teams.
• Support international expansion and customer growth initiatives.

• Join at the beginning of a new international fintech venture.
• Lead and shape the Customer Success function from an early stage.
• Manage strategic clients with international exposure.
• Build processes, teams and customer programs from the ground up.
• High visibility and influence across the organization.
• Direct impact on customer retention, satisfaction and revenue growth.
• Entrepreneurial environment backed by the resources of an established global organization.
• Significant career progression opportunities as the business scales.