Customer Success Manager

About Zeal:

Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a payment card machine, physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the card machine doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal’s advanced Smart plugin, the company integrates with card machines globally to provide payment acquirers and ISVs with a unique differentiator for their card machines. The merchants of our partners benefit from world-class data, analytics & tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.

About the Role:

We are seeking a proactive and client-focused Customer Success Manager to join our team. In this role, you will act as the primary point of contact for our clients, ensuring they achieve maximum value from our SaaS fintech solutions. You will drive client success by fostering strong relationships, managing onboarding, and enhancing engagement to achieve retention and growth goals.

Key Responsibilities:

1. Client Onboarding and Activation:
   • Oversee the training, activation, and onboarding of new clients to ensure smooth adoption of the platform.
2. Client Engagement and Support:
   • Conduct regular check-ins with clients to set success plans, address their needs, and align with their business goals.
   • Follow up on all client complaints, directing tickets to appropriate support teams and ensuring resolution within SLA agreements.
3. Relationship Management:
   • Build and maintain strong, long-term relationships with clients, acting as their trusted advisor.
   • Develop and execute account plans that align with clients’ objectives.
4. Performance Monitoring and Reporting:
   • Track and report key metrics such as client activation time, SLA adherence, satisfaction scores, usage statistics, growth and renewal rates.
   • Present weekly performance reviews to the Head of Department, showcasing team progress and function results.
5. Upselling and Cross-Selling:
   • Identify opportunities for upselling and cross-selling additional features or services to maximize client value.
6. Customer Feedback and Product Improvement:
   • Collect and analyze client feedback to identify areas for product or service enhancement.
   • Collaborate with internal teams to advocate for client needs and drive improvements.
7. Retention and Churn Management:
   • Manage contract renewals to achieve high retention rates.
   • Develop and implement strategies to minimize churn and increase customer lifetime value.
   • Proactively reach out to at-risk clients, raising red flags to ensure timely intervention.

The Ideal Candidate Should Have:

• Bachelor’s degree in Business, Finance, or a related field.
• 2+ years of experience in a Customer Success, Account Management, or similar role in a SaaS or fintech environment.
• Excellent interpersonal and communication skills, with the ability to build strong relationships.
• Strong problem-solving skills with a focus on customer satisfaction.
• Proficiency in CRM tools and data analysis for tracking client metrics and reporting.
• Ability to work collaboratively across teams to deliver outstanding client experiences.

What You’ll Love About Us:

• Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
• Flexibility & Trust: We believe in autonomy. Set your own schedule and work in the way that best suits you.
• Competitive Compensation: We value your talent and offer packages that reflect it.
• Paid Time Off: Take the time you need to recharge and come back even stronger.
• Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
• Make an Impact: Have ideas to make things better? Awesome. We’re all ears and ready to innovate.