Senior Customer Success Manager

The role

The Senior Customer Success Manager will drive customer outcomes, adoption, and long-term success on the BVNK platform. You will manage the customer journey from onboarding to go-live and build strategic relationships with senior stakeholders.

What you will do

• Own the customer journey from onboarding and implementation through go-live, adoption and long-term success
• Develop success plans with clear milestones and measurable outcomes
• Identify opportunities to increase payment volumes, activate additional payment rails, and expand into new markets
• Use customer and transaction data to monitor performance and identify risks
• Build trusted relationships with operational, technical, commercial and executive stakeholders
• Identify early warning signs of churn or underperformance
• Partner with Account Management to identify and develop expansion opportunities
• Lead strategic business reviews to demonstrate value delivered
• Coordinate cross-functional teams to resolve customer challenges and remove blockers
• Represent the customer internally by translating feedback for Product, Engineering, Compliance and Operations

Required qualifications

• Proven experience in a customer-facing role with responsibility for driving adoption, retention, revenue growth or account expansion
• Background in payments, fintech, banking infrastructure or a related financial services business
• Experience managing complex B2B customers and building multi-stakeholder relationships
• Proactive approach to identifying opportunities and helping customers unlock additional value
• Confidence using customer, product and transaction data to identify trends, assess risk and drive decisions
• Ability to manage competing priorities, navigate ambiguity and coordinate cross-functional teams
• Ability to simplify complex topics and influence both technical and commercial stakeholders

Nice to have

• Experience with stablecoins or digital assets
• Experience working in a high-growth fintech or scaling technology business
• Spanish language proficiency

Benefits

• Fair and competitive salary
• Flexible working hours
• Hybrid working
• A culture built on passionate, growth-minded people
• A flexible approach to holiday
• Opportunities to travel to our offices around the world

About the company

BVNK is the stablecoin-powered financial stack for enterprises and is now part of Mastercard. They enable businesses to build financial products and move money across 130+ countries.