Customer Success & Account Growth Lead - B2B Payments & Fintech

Required Experience

• Experience in Customer Success, Account Management or Client Services within fintech, payments, SaaS or technology environments.
• Previous experience managing and developing customer-facing teams.
• Strong track record of driving customer retention, adoption and account growth.
• Experience managing strategic customer relationships.
• Excellent stakeholder management and communication skills.
• Strong commercial mindset with the ability to identify growth opportunities.
• Fluent English.

Preferred Experience

• Experience within payments, fintech, financial services or embedded finance environments.
• Exposure to corporate payments, spend management, cards or B2B financial products.
• Experience working with enterprise or mid-market clients.
• Background in high-growth or international businesses.
• Knowledge of customer success platforms, customer health metrics and retention strategies.
• Additional European languages are considered a plus.

Who Will Succeed in This RoleYou are customer-focused, commercially minded and naturally proactive in building long-term relationships.

You enjoy helping customers achieve measurable results while identifying opportunities to deepen engagement and drive growth. At the same time, you are comfortable leading teams, creating scalable processes and shaping customer success strategies in fast-paced environments.

You combine the mindset of a trusted advisor, the leadership skills of a team manager and the commercial awareness of an account growth leader.

• Join at the beginning of a new international fintech venture.
• Lead and shape the Customer Success function from an early stage.
• Manage strategic clients with international exposure.
• Build processes, teams and customer programs from the ground up.
• High visibility and influence across the organization.
• Direct impact on customer retention, satisfaction and revenue growth.
• Entrepreneurial environment backed by the resources of an established global organization.
• Significant career progression opportunities as the business scales.

Resumen

• Experience within fintech, payments, SaaS or technology environments
• Previous experience managing and developing customer-facing teams

¿Dónde vas a trabajar?

Our client is a fast-growing international technology and financial services organization operating across multiple global markets.

As part of an ambitious growth strategy, the company is launching a new B2B financial solutions venture focused on helping businesses better manage payments, operational spending and liquidity through innovative financial products and embedded finance capabilities.

Backed by an established international group with significant scale, resources and market presence, this new division combines the agility, pace and entrepreneurial mindset of a startup with the support and stability of a global organization.

The business is currently entering a pivotal growth phase, creating a unique opportunity to join at an early stage and play a key role in shaping both the customer experience and customer growth strategy from the ground up

Descripción

We are looking for a Customer Success & Account Growth Lead to own the post-sales customer journey and lead a growing Customer Success function within a newly launched fintech business.

This role combines customer success leadership, account development and team management responsibilities. You will be responsible for ensuring customers maximize value from the platform while driving retention, adoption, customer satisfaction and account growth.

Working closely with Product, Commercial and Operations teams, you will play a critical role in shaping customer processes, scaling customer engagement initiatives and building long-term partnerships with strategic clients.

This is an opportunity to join a business in its early stages and directly influence how customer success is built and scaled internationally.Customer Success Leadership

• Lead, develop and mentor the Customer Success team.
• Establish best practices, processes and performance standards.
• Foster a customer-centric, high-performance culture.
• Support team growth and future hiring initiatives.
• Define objectives, KPIs and development plans for team members.

Customer Relationship Management

• Own relationships with a portfolio of strategic customers.
• Act as the main point of contact for key accounts post-implementation.
• Build strong long-term partnerships with senior stakeholders.
• Conduct regular business reviews and strategic account meetings.
• Ensure customers achieve their objectives and maximize value from the platform.

Retention & Account Growth

• Drive customer retention and minimize churn.
• Identify expansion, cross-sell and upsell opportunities across existing accounts.
• Develop account growth strategies in collaboration with Commercial teams.
• Monitor customer health and proactively address risks.
• Support revenue growth through increased product adoption and customer engagement.

Product Adoption & Customer Experience

• Drive onboarding, adoption and ongoing utilization of the platform.
• Measure customer success through usage, engagement and satisfaction metrics.
• Gather customer feedback and collaborate with Product teams to improve the offering.
• Identify pain points and implement initiatives to enhance the customer experience.
• Serve as the voice of the customer internally.

Operational Excellence

• Build scalable customer success processes and playbooks.
• Establish reporting frameworks and customer success KPIs.
• Monitor performance metrics including adoption, retention, satisfaction and growth.
• Work cross-functionally with Product, Sales, Finance and Operations teams.
• Support international expansion and customer growth initiatives.

¿A quién buscamos (H/M/D)?

Required Experience

• Experience in Customer Success, Account Management or Client Services within fintech, payments, SaaS or technology environments.
• Previous experience managing and developing customer-facing teams.
• Strong track record of driving customer retention, adoption and account growth.
• Experience managing strategic customer relationships.
• Excellent stakeholder management and communication skills.
• Strong commercial mindset with the ability to identify growth opportunities.
• Fluent English.

Preferred Experience

• Experience within payments, fintech, financial services or embedded finance environments.
• Exposure to corporate payments, spend management, cards or B2B financial products.
• Experience working with enterprise or mid-market clients.
• Background in high-growth or international businesses.
• Knowledge of customer success platforms, customer health metrics and retention strategies.
• Additional European languages are considered a plus.

Who Will Succeed in This RoleYou are customer-focused, commercially minded and naturally proactive in building long-term relationships.

You enjoy helping customers achieve measurable results while identifying opportunities to deepen engagement and drive growth. At the same time, you are comfortable leading teams, creating scalable processes and shaping customer success strategies in fast-paced environments.

You combine the mindset of a trusted advisor, the leadership skills of a team manager and the commercial awareness of an account growth leader.

¿Cuáles son tus beneficios?

• Join at the beginning of a new international fintech venture.
• Lead and shape the Customer Success function from an early stage.
• Manage strategic clients with international exposure.
• Build processes, teams and customer programs from the ground up.
• High visibility and influence across the organization.
• Direct impact on customer retention, satisfaction and revenue growth.
• Entrepreneurial environment backed by the resources of an established global organization.
• Significant career progression opportunities as the business scales.