Customer Success Lead

Company Overview

Payro is a fast-growing fintech startup that's on the mission to transform frontline workers' lives.

For employers, Payro is offering a complete financial well-being platform that solves the biggest business issues:

Employee retention, recruitment, engagement, and productivity.

For employees, we provide fair financial services to gain true financial wellness.

Job Summary:

As a Customer Success Lead, your primary responsibility will be to drive the success of our B2B2C clients, which include employers and their employees, who utilize our platform.

You will act as a trusted advisor, establishing and nurturing relationships with key stakeholders to understand their needs and goals.

By providing proactive support, guidance, and strategic insights, you will ensure the adoption and maximum utilization of our platform, ultimately fostering long-term customer loyalty and advocacy.

Responsibilities:

1. Client Relationship Management:

• Develop and maintain strong relationships with key stakeholders.
• Conduct regular check-ins with clients to assess satisfaction & value creation.

1. Customer Success:

• Monitor client usage patterns, adoption rates, and employee engagement to identify areas for improvement.
• Provide both online and physical training and guidance to clients and their employees.
• Conduct business reviews with clients, highlighting the value delivered.

1. Product Advocacy:

• Gather client feedback and insights to enhance Payro's platform based on customer needs.
• Identify and showcase success stories to new and existing clients.

1. Cross-functional Collaboration:

• Collaborate closely with sales, marketing, and product teams to ensure a seamless customer experience.
• Support the sales team in identifying upsell opportunities.

1. Managing CS Operation:

• Define KPI's
• Manage end-to-end CS activities and operations

Requirements:

• Bachelor's degree in Business Administration, Communication, International Relations, Behavioral Sciences, etc.
• A minimum of 3 years of experience in customer success management, or a similar client-facing role in the B2B2C industry is a huge advantage!
• Proven track record of driving customer satisfaction, adoption, and retention in a fast-paced, dynamic environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving and strategic-thinking abilities.
• Analytical mindset with the ability to derive insights from data.
• Self-motivated and results-oriented, with the ability to work independently and manage multiple client relationships simultaneously.
• Passion for the fintech industry, specifically financial wellness, and a strong desire to make a positive impact on employees' lives.
• Adaptability and willingness to embrace change in a startup environment, demonstrating a proactive and entrepreneurial mindset.