Client Success Lead

Responsibilities

• Manage the operational lifecycle of client relationships, from onboarding to ongoing support and optimization.
• Build trusted relationships with client stakeholders to ensure high-quality service and product adoption.
• Drive Net Revenue Retention (NRR) by identifying expansion, cross-sell, and upsell opportunities.
• Identify operational bottlenecks and implement scalable solutions to improve service delivery.
• Act as the "voice of the customer" by collaborating with Engineering, Operations, and Compliance to influence the product roadmap.
• Work closely with Risk and Compliance teams to ensure all client activities align with regulatory standards.
• Monitor client usage patterns and health scores using data-driven analysis to make proactive decisions.
• Design and optimize Client Success workflows, playbooks, and internal documentation.

Requirements

• 6+ years of progressive experience in Client Success or Account Management, specifically managing enterprise or fintech clients.
• Proven track record in Banking, Digital Banking, FinTech, or SaaS sectors.
• Hands-on experience working within Risk and Compliance frameworks.
• Highly analytical mindset with the ability to use data and financial projections to drive results.
• Exceptional communication and negotiation skills with the ability to influence stakeholders.
• Ability to thrive in a fast-paced, high-growth, and agile environment.
• Fluency in English.

Preferred Qualifications

• Proficiency in Mandarin.
• Experience managing international portfolios across diverse global teams.

Benefits

• Opportunity to shape the future of programmable banking and global business finance.
• Work with a mission-driven, diverse, and international team of experts.
• Competitive compensation and benefits package.
• Equity in the company.

About the Company

Pave Bank is the world’s first programmable business bank. Built by the founders behind Monzo and BigPay, we are redefining global business banking by integrating programmable financial infrastructure with world-class client experiences.