Customer Success Manager

• Attractive Salary
• Opportunity to be part of an innovative and growing company.
• Competitive salary and performance-based bonuses.

Customer Success Manager
Industry: Fintech / Payments
Limassol, Cyprus
Reports to: Head of CSM
  
Job Summary:
As a Customer Success Manager in the fintech industry, you will ensure customers achieve their goals using the company's products and services. This role focuses on customers in the payment services sector, including Payment Service Providers (PSPs) and payment orchestration businesses.
  
Key Responsibilities:

• Customer Relationship Management:
• Main contact for post-sale customers, especially PSPs
• Develop long-term relationships with key stakeholders  

Customer Onboarding & Adoption:

• Lead customer onboarding and integration
• Provide tailored training
• Monitor engagement metrics  

Customer Success & Retention:

• Address PSP-related challenges
• Collaborate with teams to resolve issues
• Manage customer health to reduce churn

  Proactive Communication:

• Conduct success reviews
• Offer support for PSP integrations
• Resolve escalated issues  

Customer Growth:

• Identify opportunities to expand accounts
• Work on upselling and cross-selling  

Metrics & Reporting:

• Track success metrics
• Prepare reports on account health
• Recommend strategies for engagement  

Qualifications:

• Bachelor’s degree in Business, Marketing, Finance, or related field.
• 3+ years of experience in customer success, account management, or a customer-facing role, preferably in fintech or payments.
• Knowledge of Payment Service Providers (PSPs), payment gateways, and payment orchestration platforms.
• Proven track record of building and maintaining strong customer relationships.
• Excellent communication, problem-solving, and interpersonal skills.
• Experience with CRM platforms and customer success tools (e.g., Salesforce, Gainsight, HubSpot).
• Analytical mindset with the ability to interpret data and provide actionable insights.