Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Managing relationships with financial clients to ensure value maximization and retention with an accent on service delivery and SLA/SLO compliance. Focus on driving structural improvements, managing complex escalations, and overseeing product rollouts.

Location: Hybrid in Warsaw, Poland

Company

hirify.global is a global leader in payments technology, providing innovative financial solutions to clients worldwide.

What you will do

• Act as the primary Service Delivery Single Point of Contact for assigned financial customers.
• Ensure high-quality service delivery aligned with SLA/SLO commitments and monitor performance via dashboards.
• Lead root cause analysis for service breaches and implement structural improvements to identify recurring issues.
• Manage end-to-end resolution of customer complaints and escalations.
• Collaborate with Sales and Customer Service teams to support business initiatives and customer retention.
• Oversee product implementations and rollouts, managing scope, timelines, and risks.

Requirements

• 3+ years of experience in account management or customer-oriented roles within the fintech or financial services industry.
• Fluency in English.
• Strong communication and interpersonal skills to explain complex concepts clearly.
• Experience using CRM tools such as Salesforce.
• Must be based in Warsaw, Poland to support a hybrid work model.

Nice to have

• Understanding of banking technology, payment systems, or related fintech solutions.

Culture & Benefits

• Private medical and life insurance.
• Annual bonus and holiday allowance.
• Meal and public transportation allowances.
• Access to the MyBenefit platform and employee referral program.
• Opportunity to work in a global team of 18,000 innovators.