As a Customer Success Manager, you will be part of the Operations Team, supporting our banking partners in implementing Loyalty Programs powered by transactional data through our multi-product platform. Your role will be essential in ensuring the success of these programs by helping clients fully leverage PayLead’s innovative solutions to drive meaningful results.

Reporting to Tristan, our Head of Operations, you will be at the heart of our customer success strategy, delivering value to our clients while actively contributing to PayLead’s growth and continued success.

Your mission:

As a Customer Success Manager, your mission will be to build strong relationships with our Financial Institution clients and ensure the success of their Loyalty Programs. By leveraging PayLead’s innovative platform and best practices, you will help clients improve their program performance, engage users, and achieve profitability. You will also contribute to the continuous improvement of our internal processes to maintain operational excellence.

Your responsibilities:

• Launch Loyalty Programs: Collaborate with clients to define their goals, set success metrics, and implement dashboards for tracking and sharing program results.

• Monitor Performance: Lead regular review meetings to assess program outcomes and provide actionable recommendations.

• Optimize User Experience: Evaluate the end-user journey to ensure our clients deliver efficient and engaging experiences.

• Drive Feature Adoption: Guide clients in adopting new features and staying updated with the latest versions of our API.

• Enhance Merchant Relationships: Collaborate closely with the team managing merchant relationships to implement engaging promotions and animations with Program Managers.

• Improve Internal Processes: Actively participate in refining the Operations Team’s workflows to deliver exceptional results.

SKILLS & EXPERIENCE

• Experience: At least 3 years in a customer-facing role, ideally in SaaS, tech, or consulting.

• Relationship-building: A natural at creating strong, lasting connections and turning clients into loyal ambassadors.

• Data-driven: Comfortable analyzing results, tracking KPIs, and improving user experiences. Use of Metabase is a plus!

• Business-oriented: Basic understanding of profitability and how to enhance it.

• Tech-savvy: Familiarity with APIs and automation tools is a plus.

• Languages: Fluent in French and English, with excellent communication skills.

ATTITUDE

• Is reliable, organized, and detail-oriented, ensuring nothing is overlooked.

• Has a positive attitude and a willingness to learn and grow.

• Enjoys working as part of a team and contributing to shared success.

• Brings energy and enthusiasm to everything they do.

NEXT STEPS

After a short call to discuss your experience and motivation, you will be invited for an on-site interview.

During the on-site interview, you will meet the team and work on a practical case or technical test to assess your problem-solving and project management skills.

SKILLS & EXPERIENCE

• Experience: At least 3 years in a customer-facing role, ideally in SaaS, tech, or consulting.

• Relationship-building: A natural at creating strong, lasting connections with clients.

• Data-driven: Comfortable analyzing results, tracking KPIs, and improving user experiences.

• Business-oriented: Basic understanding of profitability and how to enhance it.

• Tech-savvy: Familiarity with APIs and automation tools is a plus.

• Languages: Fluent in French and English, with excellent communication skills.

ATTITUDE

• Is reliable, organized, and detail-oriented, ensuring nothing is overlooked.

• Has a positive attitude and a willingness to learn and grow.

• Enjoys working as part of a team and contributing to shared success.

• Brings energy and enthusiasm to everything they do.

After a short call to discuss your experience and motivation, you will be invited for an on-site interview.

During the on-site interview, you will meet the team and work on a practical case or technical test to assess your problem-solving and project management skills.