Customer Success Lead – Fintech & Payments

Aleph; Madrid; Presencial; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

Aleph is seeking a Customer Experience Team Lead in Madrid to own the post-sale journey for a global card issuing and embedded finance solution. You will manage onboarding to ongoing relationship growth, ensuring high satisfaction and revenue expansion across card issuing, FX, payments and working capital.

Reporting to the Senior Product Manager & Product Sales Lead, you will lead the L1 Customer Service function and work closely with Sales to drive retention and growth.

Qualificações

• Experience in customer success, account management or customer service within payments/fintech/financial services.
• Strong knowledge of card issuing, FX, payments, card acquiring and/or e-commerce.
• Experience with issuers, processors or other financial partners.
• Commercial mindset with experience driving adoption, retention or cross-sell.
• Familiarity with customer health frameworks, churn prevention and QBRs is highly desirable.
• Fluent English; Baltic, Slovak, German or Slovenian language skills are a plus.

Responsabilidades

• Own ongoing customer relationships after onboarding and lead QBRs with key customers.
• Monitor customer health indicators including adoption, spend, utilization, 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 utilization gaps.
• Identify cross-sell and expansion opportunities across card issuing, FX, payments, working capital and related embedded finance solutions.
• Partner with Sales on account development, retention and growth.
• 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.

Conhecimentos

Customer success

Account management

Payments fintech

Financial services

Card issuing

Churn prevention

Descrição da oferta de emprego

Aleph is seeking a Customer Experience Team Lead in Madrid to own the post-sale journey for a global card issuing and embedded finance solution. You will manage onboarding to ongoing relationship growth, ensuring high satisfaction and revenue expansion across card issuing, FX, payments and working capital.

Reporting to the Senior Product Manager & Product Sales Lead, you will lead the L1 Customer Service function and work closely with Sales to drive retention and growth.