Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Managing a portfolio of high-profile clients to ensure product adoption, retention, and expansion with an accent on relationship building and accounting principles. Focus on reducing churn, identifying upsell opportunities, and consulting clients on payables automation best practices.

Location: Tbilisi, Georgia

Company

A well-funded fintech unicorn operating a cloud-based global payables automation platform for enterprises to streamline supplier payments and AP operations.

What you will do

• Develop and maintain strong relationships with top-tier clients to drive full product adoption and brand loyalty.
• Act as the primary consultant and point of contact, sharing best practices and keeping clients updated on product enhancements.
• Monitor account health to proactively address concerns and act as the main point of escalation for timely resolution.
• Identify and execute growth opportunities within your portfolio through strategic upsells and cross-sells.
• Collaborate with Sales, Product, and Marketing teams to action customer feedback and improve the user experience.
• Provide mentorship and coaching to support the onboarding of new team members.

Requirements

• 2-3 years of experience in customer success or account management, preferably in the Fintech sector.
• Must be based in Tbilisi, Georgia.
• Thorough knowledge of basic accounting procedures and principles.
• Relevant accounting certification (partially or fully qualified), such as CPA, ACA, ACCA, or CIMA.
• Exceptional communication skills with the ability to engage stakeholders from Accountants to the CEO/CFO.
• Ability to gather complex requirements and create value-driven client presentations.

Nice to have

• Experience with ERP systems, ChurnZero, Zendesk, Salesforce, or Jira.
• Previous experience in Project Management roles.
• Professional background within an accounting practice or commercial accounting department.