Customer Success Manager
Lisbon - Hybrid

Location

Our Customer Success Manager will be a part of our GTM team. This role is based in Lisbon, working on a hybrid basis.

Who We Are

Payset, a UK-based online international payments solution authorized by the UK Financial Conduct Authority (FCA) as an Electronic Money Institution (EMI), offers multi-currency accounts and currency exchange to businesses worldwide. We save clients time and money and open up new regions and possibilities for their business by simplifying how they pay and get paid locally and internationally. Our mission is to foster enduring client relationships while refining our product technology and expanding into new markets. If you have experience in fintech or a related field, we’d love to have you join our fast-growing company!

The Opportunity

As a Customer Success Manager (CSM) at Payset, you will play a pivotal role in ensuring our clients derive maximum value from our products and services. You will work closely with cross-functional teams to provide insights that enhance the customer experience and contribute to business success. This is a high-impact role with opportunities for growth, autonomy, and exposure to key leadership.

Responsibilities

• Adoption & Onboarding

  • Guide new customers through the adoption process for a smooth transition.

  • Educate customers on product features and best practices.

  • Work with onboarding accounts to ensure customers not only activate their accounts but also receive support throughout their first three months.

• Account Management

  • Manage a portfolio of smaller accounts, identifying high-potential clients.

  • Own client relationships from their first transaction onward.

  • Identify upsell and cross-sell opportunities based on customer needs and usage patterns.

• Customer Advocacy & Campaigns

  • Encourage satisfied customers to participate in case studies, testimonials, and referrals.

  • Assist in activating customers through targeted campaigns.

  • Ensure high-touch clients receive tailored support.

• Customer Feedback & Analysis

  • Gather and analyze customer feedback to identify trends and areas for improvement.

  • Work closely with the Product team to relay insights for product enhancements.

Qualifications

• 1+ year experience in a Customer Success role.

• Ambitious and driven to achieve.

• Experience in FinTech or SaaS is a plus, but not required.

• Proven ability to manage a large portfolio of consumer and SME clients.

• Analytical, data-driven, and process-oriented mindset.

• Excellent English communication and interpersonal skills; additional languages are a plus.

• Ability to thrive in a small, collaborative team environment.

• Familiarity with Customer Success platforms; Gainsight experience is a plus.

• Demonstrated success in driving customer satisfaction, retention, and growth.

• Proficiency in Danish, Arabic, or Hebrew is a plus

Want some more context?

• Dive into the heart of our groundbreaking solutions by exploring our flagship product pages: Whether it's our versatile multi-currency account or our dynamic currency exchange platform.

• Get acquainted with the faces behind our success by meeting our exceptional leadership team.

• Explore a treasure trove of insights and updates by delving into our engaging blog posts.

What makes us Payset:
At Payset, we embody a unique ethos that sets us apart. Working here means embracing an entrepreneurial spirit, a thirst for knowledge, and a commitment to enjoyment with true ownership for what you do.

Our team spans the globe, bringing together diverse talents united by a shared passion for delivering unparalleled experiences to our customers. We strive to work with the best talent in the industry, fostering an environment where excellence thrives. In addition to the opportunity to collaborate and learn from top-notch colleagues, we offer a range of benefits designed to support our team members' well-being and professional growth.

Diversity
At the heart of our team lies a belief in the strength of diversity. It's not just a goal—it's about embracing our differences to fuel our collective power. We work to create an inclusive and fair environment where every individual's unique perspective boosts our innovation. By valuing our diversity, we foster a sense of belonging where everyone plays a vital role in our shared success.