Customer Success Officer

Job brief

We are seeking a proactive, aggressive, and growth-focused Customer Success Officer to own the customer onboarding, activation, and daily customer support functions. This person will drive customer activation, reduce friction, and unlock revenue by taking ownership of challenges and pushing relentlessly for results. You will work closely with the CEO, CTO and COO alongside compliance, product & engineering teams on daily basis.

Key Responsibilities

• Drive end-to-end customer onboarding with urgency, ensuring fast and compliant KYC completion to maximize activation rates.
  
• Aggressively resolve customer issues, reversals, and disputes to maintain high satisfaction and retention.
  
• Collaborate tightly with Sales, Compliance, and Operations teams to remove blockers and accelerate commercial negotiations and contract closures.
  
• Take full ownership of customer success metrics; proactively identify bottlenecks and implement improvements without waiting for direction.
  
• Maintain accurate and up-to-date customer and compliance records, ensuring all documentation meets regulatory standards.
  
• Report regularly on onboarding progress, customer health, and issue resolution to leadership, recommending bold actions when needed.
  
• Champion customer needs internally, relentlessly advocating for solutions that drive growth and scalability.

Qualifications & Skills

• Minimum 2 years experience in customer success, onboarding, or account management in fintech, startups, e-commerce or banking.
• Fair understanding of KYC/AML regulations and compliance requirements
• Exceptional communication and stakeholder management skills.
• Demonstrated high agency takes initiative, acts decisively, and owns outcomes fully.
• Proven proactive, results-driven mindset with ability to thrive in fast-paced, dynamic environments.

Working Conditions

• Hybrid role with about 50% office presence to enable collaboration.

• Fast-moving fintech environment focused on cross-border payments and treasury growth.