Customer Success Manager

At Paymentology , we’re redefining what’s possible in the payments space. As the first truly global issuer-processor, we give banks and fintechs the technology and talent to launch and manage Mastercard and Visa cards at scale - across more than 60 countries. Our advanced, multi-cloud platform delivers real-time data, unmatched scalability, and the flexibility of shared or dedicated processing instances. It's this global reach and innovation that sets us apart. What you can look forward to: Client Relationship Management Manage a portfolio of Programme Management clients, acting as the primary operational point of contact. Drive client success by ensuring high-quality service delivery and ongoing engagement. Conduct regular client meetings, including Quarterly Business Reviews, to assess performance and identify opportunities. Operational Excellence Monitor support tickets and escalations, ensuring timely resolution and clear communication. Identify trends in operational issues and address root causes to improve service quality. Raise risks proactively and implement mitigation strategies. Project Delivery & Collaboration Support and project manage client initiatives, including platform migration projects. Collaborate with internal teams such as Engineering, Legal, Finance, Reconciliation, and Support to deliver client outcomes. Work closely with Account Managers to identify and support growth opportunities. Strategic Impact Act as the operational owner for client programmes, aligning execution with client goals. Support Sponsor Bank operations and maintain strong working relationships. Identify opportunities for process improvement and operational efficiency. What it takes to succeed: Proven experience in a client-facing role managing multiple large clients simultaneously. Strong background in payments, fintech, or card programme environments. Experience delivering technical or operational projects for clients. Excellent stakeholder management and communication skills. Ability to work cross-functionally with technical and non-technical teams. Strong project management and organisational capabilities. Experience handling escalations and resolving operational challenges. Analytical mindset with strong problem-solving skills. High level of accountability, ownership, and attention to detail. Ability to work in-office three days a week with flexibility around core hours. At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace where everyone can thrive. We welcome applications from people of all backgrounds and do not discriminate on any unlawful ground, including race, colour, ethnicity, sex, gender, pregnancy, marital status, family responsibility, age, disability, sexual orientation, religion, belief, language or HIV status. Paymentology will never request any form of payment from applicants at any stage of our recruitment process, including for applications, interviews, training or job placements. If anyone asks you for money while claiming to act on behalf of Paymentology, please treat this as fraudulent and do not make any payment. All legitimate Paymentology vacancies are advertised via our official careers page , and our recruitment emails are sent only from official Paymentology domains.