Customer Service & Customer Success Team Lead

Uplift is a dynamic agency specializing in global talent search, covering EMEA, LATAM, USA, and APAC.
With successful placements in 52 countries, we combine speed and cutting-edge technology to source top executive and mid-senior talent across various functions.
Our innovative approach integrates global networks, AI, and advanced recruitment tools.
Beyond recruitment, we engage with our audience through our podcast, newsletter, and webinars, ensuring we stay at the forefront of talent acquisition and global HR trends.About Our ClientOur client is a global fintech company providing payment and financial solutions for businessesWe're looking for aCustomer Service & Customer Success Team Leadto own the post-sale customer journey for a globalcard issuing and embedded finance solution .
This role combinesCustomer Success, relationship management and hands-on Customer Service leadership.
You'll focus on keeping customers engaged, identifying risks early and turning successful product usage intoretention, growth and cross-sell opportunities .
What You'll DoOwn customer relationships followingimplementation and onboardingMonitoradoption, spend, utilisation and overall customer healthLeadretention and churn preventionactivitiesIdentifycross-sell, account growth and expansion opportunitiesLead QBRs and partner with Sales on account developmentLead theL1 Customer Service function, particularly during launch and scale-upOversee onboarding, product education and day-to-day customer supportManageL1/L2/L3 escalationswith internal teams and financial partnersTrack customer satisfaction, response times and service performanceWhat We're Looking ForExperience inCustomer Success, Customer Service or Account Managementwithin fintech, payments or financial servicesGood knowledge ofcard issuing, FX, payments, acquiring and/or e-commerceExperience working withissuers, processors or financial partnersStrong commercial mindset with experience inretention, adoption, account growth or cross-sellExperience withQBRs, customer health and churn preventionis a plusGerman, aBaltic language, Slovak or Slovenianis a strong plusThis is a great fit for someone who can combinestrong customer relationships with operational service leadership and a commercial mindset .
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