Customer Success & Service Lead — Growth & Retention (Madrid)

Lever, Inc.

Madrid

Presencial

EUR 52.000 - 63.000

Jornada completa

Hace 2 días

Sé de los primeros/as/es en solicitar esta vacante

Generador de candidaturas

Consigue una respuesta de este empleador — un currículum y una carta de presentación adaptados exactamente a lo que busca para contratar.

Supera los filtros ATS

Descripción de la vacante

Aleph in Madrid seeks a Customer Service & Customer Success Team Lead to own the post-sale journey for a global card issuing and embedded finance solution. You will spot churn risks early, drive retention and grow usage, reporting to the Senior Product Manager & Product Sales Lead.

You’ll lead the L1 support, oversee onboarding, and partner with Sales on account development and expansion opportunities across payments, FX, and working capital. Fluent English and German are highly valued.

Formación

Experience in Customer Success, Customer Service or Account Management within payments, fintech or financial services.
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.
Experience with customer health frameworks, churn prevention and QBRs is highly desirable.
Fluent English and German; Baltic languages or Slovak/Slovenian is a strong plus.

Responsabilidades

Own ongoing customer relationships after onboarding and lead QBRs with key customers.
Monitor health indicators like adoption, spend, utilization, service trends and engagement.
Own retention and churn management and coordinate recovery actions.
Identify cross-sell and expansion opportunities across embedded finance solutions.
Partner with Sales on account development, retention and growth.
Lead the L1 Customer Service function and oversee onboarding and support.