Customer Success Manager H/F - Banking & Fintech

Why this role matters

Paylead turns transaction data into loyalty programs used by millions of consumers every day. We sit between banks and retailers, and our partners count on us to make that connection work. Some of those partners are large institutional banks with layered organizations and high strategic stakes. Others are fintechs, leaner and faster, but equally demanding on results.

As a Customer Success Manager, you’ll own about ten of these accounts. Two or three will be major financial institutions. The rest will be fintechs. You’re the person they call when a program needs to launch, when performance dips, or when they want to understand what’s possible next.

There’s no upselling here. No quota. What you do have is full ownership of your accounts, direct access to C-level contacts on the client side, and the freedom to run things the way you think they should be run. The only expectation: programs deliver.

What you’ll actually do

Run the show on your accounts. You’re the single point of accountability for each client’s loyalty program. You define the roadmap together with the client, set KPIs, build dashboards in Metabase, and run operational committee reviews. When something underperforms, you don’t wait for someone to flag it. You go into the data, build a hypothesis, and come back with a plan.

Challenge your clients when it matters. Banks don’t always move fast, and stakeholders don’t always agree. Part of the job is pushing clients toward better decisions, even when it means saying something they’d rather not hear. You bring the data, the benchmark, and enough conviction to hold your ground.

Launch and scale loyalty programs. You work with clients to define program goals, success metrics, and timelines, then coordinate internally with Data, Product, Project Manager, and the Brands & Retailers (B&R) team to get things shipped on time.

Connect the Banking and Brands & Retailers sides of the business. Paylead creates value by linking banks with merchants. That means you’ll spend real time with the B&R team, designing animations that make programs attractive to end users. Creating cohesion between these two worlds is not a side task. It’s central to the role.

Optimize the experience, constantly. You monitor the end-user journey, identify friction points, track feature adoption, and guide clients. If the platform can do more for a client, you make sure they know it and use it.

Improve how the team operates. When a workflow in the Operations team doesn’t make sense, you say so and propose something better. You document what works. You help the team scale without losing quality.

Your toolkit

You’ll work daily in Metabase for dashboards, queries, and performance tracking. Being comfortable building and reading reports on your own is not optional. Internal documentation and project tracking happen in Notion , fast communication runs through Slack , and you’ll obviously become deeply familiar with the Paylead platforms .

Skills & Experience

What we need you to bring on day one:

You’ve spent at least 3 years in a B2B customer-facing role, whether that’s account management, customer success, consulting, or project management, ideally in SaaS, fintech, or tech. You’ve managed complex accounts with multiple stakeholders, not just support tickets.

You’ve had a portfolio before, and you ran it yourself. You knew what needed to be done next without being told. You prioritized, you escalated when it made sense, and you delivered.

You’re comfortable with numbers. KPIs, BI tools, data-driven conversations: that’s your normal. Metabase experience is a real advantage.

You understand how a B2B product creates value and generates profitability. You can discuss ROI with a CFO and UX with a product manager without switching into a different person.

Fluent French and English, both written and spoken. Some accounts are international, and our internal communication uses both languages daily.

What will set you apart

Experience with financial institutions (banks, fintechs, payment providers), especially if you understand their pace, their compliance requirements, and how decisions actually get made inside those organizations.

Familiarity with APIs and understanding integration constraints.

A background in loyalty, cashback, or payment marketing programs.

Attitude: who actually thrives here

We’re not looking for someone who checks every box on a list. We’re looking for a specific kind of person.

You take ownership by reflex. When something falls between two teams, you don’t look around waiting for someone else to pick it up. You just do.

You’re fine with ambiguity. Not everything has a process yet. You’re the kind of person who builds the process, tests it, and rewrites it three months later because you found a better way.

You push back, but you do it well. Whether it’s a client making a questionable call or an internal team missing a deadline, you address it directly and calmly. No drama, no passive aggression.

You connect people across teams. You naturally create links between Operations and B&R, between Product and your client, between what’s ideal and what’s realistic.

Details matter to you. A dashboard with a wrong label bothers you. A badly worded client email bothers you. You fix small things before they become big ones.

And you’re curious about the business itself. You want to understand why a specific cashback rate performs better, how merchant economics work, what actually drives user engagement. Not because someone asked you to. Because it interests you.