Customer Success Specialist

About this role

We are looking to hire a Mid-Level Customer Success Specialist to serve as the primary advocate for our clients, ensuring their needs are met and they gain maximum value from our solutions. You will drive product adoption, maintain strong customer relationships, and act as the voice of the customer internally. Your expertise in financial banking and payment solutions will support account growth, renewals, and upsell opportunities.

Responsibilities

• Build and maintain strong relationships with assigned clients.
• Develop and execute customer success plans to drive product adoption and satisfaction.
• Design and implement a standardized framework for collecting and acting on client feedback to continuously refine the customer experience.
• Monitor usage metrics and proactively address risks to retention or expansion.
• Serve as the primary point of contact for addressing client feedback and potential service gaps.
• Collaborate with Product, Engineering, Support, Business Development, and Marketing teams to resolve issues, deliver enhancements, and support renewals.
• Conduct regular business reviews and strategic check-ins with clients, in alignment with Business Development members.
• Advocate for customer needs and feedback in internal roadmap discussions.
• Identify reference customers, gather testimonials, and support customer engagement activities such as webinars or user groups.
• Apply empathy, active listening, and relationship-building skills to foster long-term partnerships.

Requirements

• 3–5 years of experience in customer success, account management, or client services.
• Prior experience in a software company serving financial institutions (payments, core banking, digital banking, etc.).
• Strong understanding of banking operations, payment systems, and regulatory environments.
• Excellent communication and presentation skills, especially with senior stakeholders.
• Ability to manage multiple accounts and prioritize effectively.
• Problem-solving mindset with a proactive approach to customer engagement.

Preferred Qualifications

• Experience working with central banks or large-scale financial institutions.
• Familiarity with ISO payments industry standards.
• Technical aptitude to understand APIs, integrations, and software workflows.
• Experience with CRM systems and analytics dashboards.
• Familiarity with customer success metrics such as NPS, CSAT, retention rate, and product adoption indicators.
• Exposure to customer health scoring and lifecycle planning.