Lead innovation strategy and customer engagement while leveraging emerging technologies at Mastercard. Drive product development and forge partnerships to enhance commercial opportunities.
About the role
- Customer Success Manager managing corporate customer relationships and driving growth for Jiko's innovative financial solutions. Focused on ensuring customers achieve measurable success and satisfaction through collaboration.
Responsibilities
- Drive retention and growth by managing a book of corporate customers and partners, ensuring measurable success outcomes.
- Deepen executive engagement with CFOs, treasury teams, and senior leaders to secure buy-in, influence adoption, and strengthen long-term account value.
- Serve as the quarterback of your customers’ experience, collaborating with Sales, Product, Engineering, Operations, and Compliance to ensure satisfaction and product improvement.
- Maximize customer value by educating and engaging clients on Jiko’s offerings, leveraging data to align solutions with business objectives.
- Expand revenue by partnering with Sales to identify and execute on business reviews and account growth opportunities.
- Accelerate customer onboarding and expansion by serving as a subject matter expert on integrations and implementations.
- Partner with the Director of Customer Success to define and document key Customer Success and Support motions at Jiko.
- Contribute to customer enablement by developing resources, insights, and best practices that drive adoption and empower clients to achieve outcomes independently.
Requirements
- 7–10+ years of professional experience, including at least 2 years managing direct reports, with a proven background in Customer Success and Support.
- Skilled in managing B2B and B2C client relationships, with strong communication abilities to engage executives and sophisticated customers.
- Deep understanding of financial institutions, tech sales cycles, and U.S. regulatory environments (FINRA broker-dealer, KYB/KYC, BSA, Reg E, fraud mitigation).
- Demonstrated ability to manage customer relationships holistically across success reviews, support needs, and cross-functional efforts with sales, marketing, product, and engineering.
- Highly detail-oriented with strong follow-through, independence, collaboration skills, and a passion for executing with excellence.
Benefits
- Comprehensive health benefits including medical, dental & vision, and parental leave
- 401k benefits with employer matching contribution
- Opportunity to grow within a high-potential startup
- A collaborative, international and mission-driven team
- Modern tech stack and agile ways of working
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