Fintech Customer Success Lead - Madrid

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

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