Founding Customer Success Manager, SME & Growth
Core
Founding Customer Success Manager responsible for onboarding, implementation, and ongoing support of SME/Mid-Market clients for a global payments and financial platform.
Role type
Founding Customer Success Manager (SME & Growth)
Builds
Customer onboarding, implementation, and activation processes for global payments and financial solutions
Domain
Fintech, Global Payments, Business Banking
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success management, project management, SaaS troubleshooting, payments domain knowledge, data analysis, stakeholder management
Preferred skills
Fintech experience, payments industry experience
Technologies
Google Suite, Salesforce CRM, Sequel, Google Looker, Zendesk
Responsibilities
Manage internal operational steps to onboard clients including pricing configuration and vendor onboarding; Project manage implementation of new features across supported accounts; Serve as escalation point for support or technical issues; Monitor usage, SLA adherence, and failure rates to improve customer success metrics; Ensure accurate client invoicing and reporting; Develop deep expertise in product capabilities to resolve complex client issues.
Seniority
Senior, hands-on IC
