Senior Customer Success Specialist (Fintech)

Customer Success Specialist

Company

FrankieOne

Conditions

5 days ago

Skills

About the Role

You will manage a portfolio of live accounts as the day to day contact for product adoption and operational needs. You will monitor usage pass rates tickets and account health to identify risks early and improve retention. You will resolve and escalate issues work with technical teams deliver training and product education diagnose verification failures and explain them clearly. You will qualify expansion signals and pass them to account management while mentoring junior colleagues and sharing your product knowledge.

Requirements

• 3+ years of experience in customer success onboarding implementation or product specialization
• Experience in B2B SaaS
• Experience managing an account portfolio with retention accountability
• Experience working with a technical product and developing product depth
• Experience handling escalations with technical teams
• Experience using data to prioritize work and customer conversations
• Fintech regtech or compliance-adjacent experience is advantageous
• Strong people skills and collaborative presentation ability
• Ability to build rapport with anyone
• Strong attention to detail
• Passion for technology and solving customer problems

Responsibilities

• Manage a portfolio of live customer accounts
• Track usage pass rates tickets and product adoption
• Identify account health risks and address problems proactively
• Resolve and escalate customer issues with technical support
• Run training product walkthroughs and configuration conversations
• Build product knowledge across KYC KYB AML fraud cascades and OneSDK
• Read verification data and diagnose failed checks
• Collaborate with implementations product technical support and account management
• Qualify expansion signals and hand them to account management
• Mentor junior team members and peer review their work

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