Client Success - Product Senior Associate

Shape the future of our customer experiences and directly influence product success. Dive headfirst into dynamic collaborations, leverage data to spark change, and guide customers’ trust during crucial onboarding moments.

As a Senior Customer Success Associate in Connected Commerce on the Wallets and Lending team, you support our clients throughout their journeys with our products. As a core contributor of the team, you are responsible for customer onboarding, adoption, and beyond, working closely with the Customer Success team and other cross-functional groups to ensure seamless customer experiences and drive customer satisfaction.  

Job responsibilities

• Executes product adoption, expansion, and retention activities to support a healthy customer base
• Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team
• Guides new customers through the onboarding process, initial setup and configuration of our products to fit their specific needs
• Tracks and analyzes key success metrics to measure customer health
• Identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity
• Partner closely with Technology, Design, and Analytics teams to drive product delivery efforts

Required qualifications, capabilities, and skills

• 4+ years of experience or equivalent expertise in customer success for a technical product
• Possess working knowledge of modern payments systems and API architecture, including experience with RESTful APIs, payment gateways, and integration of digital wallets or real-time payment platforms
• Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed
• Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner
• Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps
• Proven track record of managing financial risks and controls

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.