Client Success Lead

Remote Jobs; United States; Remote; USD 150,000 - 175,000; Full time

Job summary

Join a dynamic fintech company as a Client Success Lead, where you will play a crucial role in providing top-level support and integration services for clients. This position offers the opportunity to work with a collaborative team and contribute to process improvements in an agile environment.

Benefits

Competitive salary

Benefits and professional development support

Fast-growing, mission-driven company

Hybrid-friendly environment

Qualifications

• 5+ years of experience in customer support or onboarding roles.
• Experience in leading client success teams is preferred.
• Knowledge of API integration is required.

Responsibilities

• Manage the full lifecycle of client support inquiries.
• Lead client integration efforts using API technologies.
• Assist in the creation and maintenance of public documentation.

Skills

Customer support

Process improvement

API integration

Intercom

Scripting

Cloud infrastructure

Job description

Liberating Money

Client Success Lead

Client Success Lead

Location: Remote - USA and Canada

Job Type: Full-Time

Department: Client Success

Reports To: Head of Client Success

About the Role

N3XT is a dynamic and rapidly growing fintech revolutionizing the payment space. We foster a collaborative, agile and results-oriented environment where talented individuals can make a significant impact. We are seeking a highly motivated leader to join the Client Success team. At N3XT we are technology first, and are looking to incorporate automation and quality service into our client support and services processes. This is a critical role in a growing company where contributions are felt across the organization. You will be working directly with N3XT end users, and their technology teams, to implement systems and provide support services.

The ideal candidate is proactive, process oriented and has an automation first mentality. You will work closely with executive leadership, business development, engineering and infrastructure, and other internal teams to streamline all relevant workflows, resolve issues, and contribute to a positive and productive client experience.

Key Responsibilities

• Front line support for the N3XT client base - Multi-channel support (email, chat, via Intercom)
• Manage the full lifecycle of client support inquiries - These can be product questions, system issues, onboarding inquiries, payment issues, etc.
• Work directly with other N3XT teams - Compliance, Bank Operations, Sales, Engineering and Infrastructure as a means to fully supporting the client base
• Assist in the client onboarding process - Work with internal teams to further define and streamline onboarding processes across new and existing client segments
• Lead client and vendor integration efforts using API technologies, working directly with software engineers and technical teams. This includes defining and maintaining the client integration process - Testing tools and strategies, certification workflows and processes through go live and BAU
• Identify application issues that lead to user problems through periodic testing of new and existing versions of the N3XT application and APIs - Work directly with Engineering teams to assist in debugging
• Assist in the creation and maintenance of public documentation - FAQs, User Guides, API Documentation
• Lead efforts in overall process improvement and automation
• Help continue the build out of Client Success infrastructure at N3XT

Qualifications and Requirements

• 5+ years of experience working in a customer support, integration or onboarding role
• • Experience in a lead role or leading CS teams
• Previous experience working in banking, financial services or fintech is a plus
• Previous experience working with Intercom is strongly preferred
• API integration experience (testing, implementation) is required
• • REST, JSON, GraphQL, Webhooks are a strong plus
• Scripting and/or query experience is preferred
• • Python, SQL are a plus
• Strong desire to continuously improve on, and automate, manual and repetitive tasks
• Entrepreneurial in nature - A desire to take pride in high value work while largely working independently is strongly preferred
• Experience working with AI technologies is a plus
• Experience working with cloud infrastructure is a plus
• Previous startup experience is a plus
• Knowledge of CRM tools is a plus

Why Join Us?

• Be part of a fast-growing, mission-driven company in the fintech space

• Opportunity to add significant value to the N3XT efforts

• Work with a diverse, global team in a hybrid-friendly environment

• Competitive salary, benefits, and professional development support

The pay range for this role is:

150,000 - 175,000 USD per year (Remote (United States))

150,000 - 175,000 CAD per year (Remote (Canada))