Client Success Lead

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

Job summary

A fast-growing fintech company is seeking a motivated Client Success Manager to enhance its support operations. Ideal candidates will have extensive customer support experience, strong process improvement skills, and a background in API integration. The role involves collaborating with various internal teams to ensure a high-quality client experience.

Benefits

Competitive salary

Professional development support

Hybrid-friendly environment

Qualifications

• 5+ years in customer support or onboarding role.
• Experience with API integration and working in fintech is a plus.
• Previous experience leading teams preferred.

Responsibilities

• Provide multi-channel support for N3XT clients.
• Manage client inquiries and onboarding processes.
• Lead integration efforts and documentation maintenance.

Skills

Customer support

Integration

Automation

Problem solving

Communication

Job description

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))