Client Success Lead

Pave Bank; Hong Kong; Presencial; HKD 626.959 - 940.438; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation and benefits

Equity in the company

Descripción de la vacante

Pave Bank is seeking a Client Success Lead in Hong Kong to manage client relationships and ensure successful adoption of our banking platform. The role involves overseeing the operational lifecycle from onboarding to ongoing support while driving operational excellence and collaboration across teams.

The ideal candidate will have at least 6 years of experience in client success or account management, particularly within fintech or digital banking sectors, and strong analytical and communication skills. Pave Bank offers a competitive compensation and benefits package.

Formación

• 6+ years of progressive experience in Client Success and Account Management.
• Experience managing enterprise or fintech clients in operational environments.
• Hands-on experience working with Risk and Compliance frameworks.

Responsabilidades

• Manage operational lifecycle of client relationships from onboarding to support.
• Identify opportunities to improve client adoption and operational efficiency.
• Build strong relationships with client stakeholders to ensure service experience.

Conocimientos

Client Success

Account Management

Operational Problem-Solving

Data Analysis

Communication

Descripción del empleo

About Pave Bank:

Pave Bank is the world’s first programmable business bank. Built by the founders behind Monzo and BigPay, we are redefining global business banking by integrating programmable financial infrastructure with world-class client experiences.

About Client Success:

The Client Success team ensures our clients successfully adopt, operate, and scale using Pave’s banking platform.

We sit at the intersection of clients, operations, engineering, and compliance, ensuring that our services are delivered reliably while continuously improving operational efficiency and client experience.

Our goal is to ensure clients derive maximum value from Pave’s platform while maintaining the highest operational and regulatory standards.

Role Overview

As a Client Success Lead, you will be responsible for managing the operational lifecycle of client relationships—from onboarding through ongoing support and operational optimization.

You will ensure clients successfully implement and operate Pave’s banking products while driving operational excellence across client workflows. The role requires strong cross-functional collaboration with Product, Engineering, Compliance, and Risk teams to ensure client needs are addressed while maintaining regulatory integrity.

This role combines client relationship ownership, operational problem-solving, and data-driven decision-making.

Key Responsibilities of Client Success Lead:

• Client Management: Proactively identify opportunities to improve client adoption and operational efficiency.
• Account Management: Build strong, trusted relationships with client stakeholders to ensure a high-quality service experience.
• Revenue & Retention: Support initiatives that drive Net Revenue Retention (NRR) through strong client engagement and product adoption.
• Identify expansion opportunities, including cross-sell and upsell of additional Pave services.
• Operational Excellence: Identify operational bottlenecks and implement scalable solutions to improve service delivery. Contribute to building internal operational documentation and knowledge bases.
• Cross-Functional Collaboration: Act as the "voice of the customer" internally, working directly with Engineering, Operations, and Compliance teams to prioritize client-critical initiatives and influence the product roadmap.
• Risk & Compliance Integration: Work closely with Risk and Compliance teams to ensure all client activities and expansions align with regulatory standards in a complex banking environment.
• Data Analysis: Monitor client usage patterns and health scores to make proactive operational and resourcing decisions.
• Client Success Excellence: Design, implement, and optimize the Client Success workflow and strategies to drive efficiency and data-driven decisions. Contribute to internal knowledge-sharing and help build the playbooks for onboarding, adoption, and revenue generation.

What We’re Looking For

• Experience: 6+ years of progressive experience in Client Success, Account Management, Client Success, managing enterprise or fintech clients in complex operational environments.
• Sector Background: Proven track record in a complex Banking/ Digital Banking, FinTech, SaaS, or Software.
• Operational & Compliance Knowledge: Hands-on experience working within Risk and Compliance frameworks to manage client portfolios safely.
• Data & Analytics: Highly analytical and comfortable using data—such as financial projections and health scores—to drive operational results.
• Global Mindset: Ability to manage international portfolios and work effectively across diverse, global teams.
• Communication: Exceptional communication and negotiation skills, with the ability to influence internal stakeholders and external client leaders.
• Adaptability: Comfort working in a fast-paced, high-growth environment where agility is key.
• Languages: Fluent in English; Mandarin or any additional languages are considered a bonus.

What We Offer:

• The opportunity to shape the future of programmable banking and define new standards for global business finance.
• A mission-driven, diverse, and international team with deep domain expertise and a passion for innovation.
• Competitive compensation and benefits package.
• Equity in the company—so you're aligned with our growth and success.