Customer Success Specialist

complead Inc.; Üsküdar; On-site; TRY 250,000 - 350,000; Full time

Benefits offered by this job

Competitive pay

Private health insurance

Lunch in the office

Learning budget

Hardware and AI tools

Time off

Direct access

Job summary

complead, based in Istanbul, is seeking a Customer Success Specialist to onboard banks, payment firms and fintechs and ensure they get real value from our AML/KYC platform.

You will manage accounts from onboarding to renewal, run training in English, coordinate with product and engineering, and use AI to speed reviews. This on-site role is in Üsküdar with a dynamic, global customer base.

Qualifications

• At least 2 years of full-time experience in customer success or related roles in B2B software/fintech.
• Fluent spoken and written English; fluent Turkish is required.
• Experience owning customer accounts: onboarding, adoption, renewals or churn, with measurable results.
• Comfort with a technical product; able to explain API integration or screening rules to customers.
• Hands-on experience with CRM or CS tools and ticketing systems.

Responsibilities

• Onboard new customers from contract to go-live, coordinating with technical teams.
• Run product training for compliance and operations teams, online and in English.
• Track product adoption and health, flag drift, and act to improve usage.
• Manage renewals and identify opportunities for upsell with cross-functional teams.
• Capture and relay customer feedback to the product team for prioritisation.
• Own customer escalations alongside support and engineering and close loops.

Skills

English fluency

Turkish fluency

Customer success

Onboarding

B2B SaaS knowledge

Education

Bachelor's degree

Tools

HubSpot

Salesforce

Gainsight

Zendesk

Jira

Intercom

Job description

About complead

complead, formerly Sanction Scanner, is the financial crime platform we started in Istanbul in 2020. We run sanctions screening, KYC and KYB, transaction monitoring, fraud detection and case management for more than 800 financial institutions in over 80 countries, from payment companies to tier-one banks. One engine, one customer record, one audit trail.

The name changed this year because the work outgrew it. The standard underneath it did not: compliance software should be judged by what it covers, how fast it answers and whether it can explain itself.

What we have earned so far

• Deloitte Technology Fast 50 Türkiye, four consecutive years (the latest, our first under the complead name)
• Deloitte Technology Fast 500 EMEA, two consecutive years
• Inc. Türkiye 100 Fastest-Growing Companies, two consecutive years
• G2 AML Overall Leader, three years running
• Listed in Fast Company Best Startups, FinCrimeTech50, RegTech100 and TOBB 100 Fast Growing Companies

The role

We are looking for a Customer Success Specialist to make sure the banks, payment companies and fintechs that choose complead get real value from it, stay with us and grow with us.

Most of our customers are outside Türkiye. You will spend your day on calls, in training sessions and in email threads in English with compliance officers, MLROs and operations teams, and you will be the person they think of first when they need something from complead.

This is a hands-on seat. You own a set of accounts from the day they sign to the day they renew.

What you will own

• Onboarding. Take new customers from contract to go-live: kick-off, configuration with our technical team, data and integration checks, and a clear plan with dates.
• Training. Run product training for compliance and operations teams, online and in English, and keep the help material they rely on up to date.
• Adoption and health. Track how each account uses the product, spot the ones that are drifting before they say so, and act on it.
• Renewals and growth. Keep renewals on time, and pass expansion and upsell signals to sales with the context they need.
• The customer's voice. Turn what customers ask for and complain about into clear, prioritised input for our product team.
• Escalations. Own the customer side of urgent issues together with support and engineering, and close the loop when they are fixed.
• Using AI well. Use AI tools to prepare account reviews, summarise calls, draft training material and answer questions faster.

What your first year looks like

In your first month you learn the product, AML compliance basics and our customers, and you shadow onboarding and training calls. By month three you onboard and train new customers on your own and own your first set of accounts. By month twelve your accounts renew on time, use more of the product than when you took them over, and you can show it in numbers.

What we are looking for

• At least 2 years of full-time experience in customer success, account management, onboarding, implementation or another customer-facing role at a B2B software, fintech or financial services company. Internships do not count toward the two years.
• Fluent spoken and written English. You are comfortable running a training session or a difficult call in English with a client abroad. Fluent Turkish as well.
• Experience owning customer accounts: onboarding, adoption, renewals or churn, with results you can put numbers on.
• Comfort with a technical product. You do not have to write code, but you should be happy to learn how an API integration or a screening rule works and explain it to a customer.
• Hands-on experience with a CRM or customer success tool (HubSpot, Salesforce, Gainsight or similar) and a ticketing tool (Zendesk, Jira, Intercom or similar).
• Clear, structured writing. Your emails, meeting notes and training material can be read once and understood.
• Daily use of AI tools at work is a plus.
• Experience in fintech, banking, payments, AML or compliance is a strong plus.
• A bachelor's degree.
• You are happy to work from our office in Üsküdar, Istanbul. This role is on-site.

Before you apply

This role is about owning outcomes for customers, not only answering tickets. If you want to be the person a compliance team abroad trusts to get them live and keep them happy, and you are comfortable doing that in English every day, it is the right seat.

What comes with the job

• Competitive pay. Net salary with additional fringe benefits, reviewed as you grow with us.
• Private health insurance. Cover for you from your first month, with family cover available.
• Lunch in the office. Cooked lunch every working day, plus breakfast and coffee.
• Learning budget. Certifications (including AML/compliance), courses and conferences.
• Hardware and AI tools. The machine and setup you work well on, plus the AI tools and software you need.
• Time off. Statutory leave plus company days, and the expectation that you take them.
• Direct access. You work next to the people who make the decisions.

How we hire

Four steps, about three weeks end to end: your application (every one is read, and you hear back within two days), a 45-minute first conversation, partly in English, a short work sample (a 30-day onboarding plan for a new payment company customer and the first welcome email you would send them, plus the prompts or tools you used), and a visit to meet the team and see the office before the offer.

Equal opportunity

We hire for talent, ownership and fit. We do not discriminate on the basis of gender, sexual orientation, disability, religion, ethnicity or social background.