Customer Success Manager H/F - Banking & Fintech

Join Paylead, a company that transforms transaction data into loyalty programs used by millions of consumers. As a Customer Success Manager, you will own about ten accounts, including major financial institutions and fintechs. You will be responsible for launching and scaling loyalty programs, optimizing the user experience, and improving team operations. You should have at least three years of experience in a B2B customer-facing role, be comfortable with numbers, and be fluent in French and English.

• Assumer la responsabilité de la gestion d'un portefeuille de comptes clients, en définissant la feuille de route, en fixant les KPI et en supervisant les revues opérationnelles.
• Collaborer avec les clients pour définir les objectifs du programme de fidélité, les indicateurs de succès et les délais, puis coordonner les efforts internes pour garantir la livraison dans les délais.
• Surveiller le parcours de l'utilisateur final, identifier les points de friction, suivre l'adoption des fonctionnalités et guider les clients pour optimiser leur expérience.

### Skills & Experience

**What we need you to bring on day one:**

You've spent at least 3 years in a B2B customer-facing role, whether that's account management, customer success, consulting, or project management, ideally in SaaS, fintech, or tech. You've managed complex accounts with multiple stakeholders, not just support tickets.

You've had a portfolio before, and you ran it yourself. You knew what needed to be done next without being told. You prioritized, you escalated when it made sense, and you delivered.

You're comfortable with numbers. KPIs, BI tools, data-driven conversations: that's your normal. Metabase experience is a real advantage.

You understand how a B2B product creates value and generates profitability. You can discuss ROI with a CFO and UX with a product manager without switching into a different person.

Fluent French and English, both written and spoken. Some accounts are international, and our internal communication uses both languages daily.

**What will set you apart:**

Experience with financial institutions (banks, fintechs, payment providers), especially if you understand their pace, their compliance requirements, and how decisions actually get made inside those organizations.

Familiarity with APIs and understanding integration constraints.

A background in loyalty, cashback, or payment marketing programs.

### Attitude: who actually thrives here

We're not looking for someone who checks every box on a list. We're looking for a specific kind of person.

You take ownership by reflex. When something falls between two teams, you don't look around waiting for someone else to pick it up. You just do.

You're fine with ambiguity. Not everything has a process yet. You're the kind of person who builds the process, tests it, and rewrites it three months later because you found a better way.

You push back, but you do it well. Whether it's a client making a questionable call or an internal team missing a deadline, you address it directly and calmly. No drama, no passive aggression.

You connect people across teams. You naturally create links between Operations and B&R, between Product and your client, between what's ideal and what's realistic.

Details matter to you. A dashboard with a wrong label bothers you. A badly worded client email bothers you. You fix small things before they become big ones.

And you're curious about the business itself. You want to understand why a specific cashback rate performs better, how merchant economics work, what actually drives user engagement. Not because someone asked you to. Because it interests you.