Senior Customer Success Manager
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
4+ years of experience in Customer Success, Account Management, or a similar client-facing role, ideally within FinTech, SaaS, or payments.
Demonstrated success managing a large portfolio of small business clients, including accounts with single stakeholders and limited engagement windows.
Skilled in balancing scale and personalization—able to prioritize and serve a high volume of accounts efficiently.
Proven experience designing and executing automated customer engagement and onboarding campaigns to drive activation and product adoption at scale.
Strong commercial awareness with a track record of increasing retention and identifying upsell opportunities.
Analytical and data-driven approach to managing customer health, usage trends, and risk indicators.
Proficiency with Customer Success tools and CRM systems; Gainsight experience is a plus.
Excellent English communication and relationship-building skills; additional languages are a bonus.
Comfortable working in a lean, fast-moving team and contributing to process improvement and best practice sharing.
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.
- Department
- Customer Experience + Onboarding
- Locations
- Lisbon
- Remote status
- Hybrid
About PaySet
Payset.io is a next-generation payment platform streamlining how businesses and individuals send, receive, and manage money globally. We're passionate about simplifying international transactions, breaking down barriers, and offering innovative solutions that empower financial freedom.
Senior Customer Success Manager
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