Client Success Manager - BaaS
San Juan, PR
Zenus’ mission is to facilitate banking beyond borders. Operating in over 150 countries, we enable people and businesses to open a US bank account online, without the need to be a US citizen, resident, or a company registered in the US — opening up the security, stability and freedom of US banking to the world.
Our state-of-the-art technology, exclusive partnerships and proprietary processes are now being made available via our embedded banking services to enable other businesses to create new financial service experiences for their customers.
Headquartered in San Juan, Puerto Rico and with offices in Europe, the US, Central and South America, we have a diverse and inclusive team.
About the role
We are looking for a highly motivated and experienced Client Success Manager (BaaS) to join our team and help us deliver exceptional customer service to our BaaS clients. The successful candidate will be responsible for managing the post-sales relationship with our BaaS clients, ensuring their satisfaction, maximizing their use of our platform and revenues for the business. The Client Success Manager will work closely with the Sales, Product, and Technical teams to ensure that the client's needs are met and that we continue to grow our business relationships.
Responsibilities & duties:
- Build and maintain strong relationships with BaaS clients to ensure their satisfaction and maximize their use of our platform and services.
- Act as the primary point of contact for clients' inquiries, concerns, and requests. Respond in a timely and professional manner to partners.
- Conduct regular check-ins with clients to assess their needs, gather feedback, and provide support.
- Collaborate with the sales team to onboard new clients and manage the transition from sales, through implementation and into Active statuses.
- Work closely with the Product, Technical & Operational teams to ensure that client needs are understood, met and that the platform & Services continue to meet their needs.
- Identify opportunities for growth and expansion within existing client accounts and collaborate with the sales team to drive revenue growth.
- Ensure that all client interactions are properly documented and tracked in our CRM system
- Provide regular reports and updates to senior management on client satisfaction, usage and revenue growth.
- Provide project management and oversight to the implementation and activation of new Partners.
- Take accountability for and drive Partner satisfaction and NPS scores.
- Act as a Zenus and industry representation on social channels and at paid/owned events.
What you need for this role:
You’re a self-starter and can manage yourself. You have the relevant experience to know how you want to run your department but know you will need to get your hands dirty now to deliver it:
- Bachelor's degree in business administration, finance, or a related field
- 3+ years of experience in customer success or account management in the SaaS or FinTech industry
- Excellent communication and interpersonal skills, with a strong ability to build and maintain relationships with clients
- Demonstrated ability to work independently, prioritize tasks, and meet deadlines
- Strong problem-solving and analytical skills, with the ability to identify client needs and develop effective solutions
- Knowledge of BaaS platforms and financial technology (fintech) essential
- Experience with CRM systems and data analytics tools
- Business level Spanish & English
Our Values & Culture:
We’re here first and foremost to build a successful business but we all want to enjoy the journey. We’ve set our values to help deliver this culture.
- Our people take ownership and accountability for everything they do, looking to exceed expectations on all fronts.
In this together
- We always treat our colleagues, partners and clients with respect and hold ourselves to the highest standards of integrity.
You grow. We grow
- We encourage our team to constantly develop themselves and always be learning. We believe this is the best way to ensure Zenus offers the best services and keeps growing.
Enjoy the journey
- We’re on a journey. It will have twists and turns, highs and lows – but through it all, we want to enjoy the experience and approach each day with a smile.