Customer Service & Customer Success Team Lead

Location: Madrid, Spain
Reporting to: Senior Product Manager & Product Sales Lead

We're looking for a Customer Service & Customer Success Team Lead to own the post-sale customer journey for a global card issuing and embedded finance solution.

This role combines Customer Success, relationship management and hands-on Customer Service leadership. You'll focus on keeping customers engaged, identifying risks early and turning successful product usage into retention, growth and cross-sell opportunities.

What You'll Do

• Own customer relationships following implementation and onboarding
• Monitor adoption, spend, utilisation and overall customer health
• Lead retention and churn prevention activities
• Identify cross-sell, account growth and expansion opportunities
• Lead QBRs and partner with Sales on account development
• Lead the L1 Customer Service function, particularly during launch and scale-up
• Oversee onboarding, product education and day-to-day customer support
• Manage L1/L2/L3 escalations with internal teams and financial partners
• Track customer satisfaction, response times and service performance

What We're Looking For

• Experience in Customer Success, Customer Service or Account Management within fintech, payments or financial services
• Good knowledge of card issuing, FX, payments, acquiring and/or e-commerce
• Experience working with issuers, processors or financial partners
• Strong commercial mindset with experience in retention, adoption, account growth or cross-sell
• Experience with QBRs, customer health and churn prevention is a plus
• Fluent English
• German, a Baltic language, Slovak or Slovenian is a strong plus

This is a great fit for someone who can combine strong customer relationships with operational service leadership and a commercial mindset.