Job Description

Roles & Responsibilities

The CSM will manage strategic enterprise client relationships, serving as a trusted advisor to senior executives and key decision-makers. Lead complex product implementations and business transformation initiatives, driving successful adoption, commercial growth, and long-term client value. Collaborate with cross-functional and regional stakeholders to deliver large-scale projects, leveraging data-driven insights to inform strategy, optimise performance, and achieve business objectives.

Core Responsibilities and Accountabilities:

Client Relationship Management

• Function as the primary post-sale point of contact for assigned clients.
• Build trusted relationships across business and technical stakeholders.
• Understand client objectives, pain points, and strategic priorities.
• Conduct regular business reviews and success planning sessions.

Success Planning & Value Realization

• Develop and maintain Client Success Plans (CSPs).
• Define measurable client outcomes and track progress.
• Demonstrate business value through data-driven insights and performance reviews.
• Drive achievement of client KPIs and business goals.

Product Adoption & Growth

• Maximize utilization and adoption of our products and services.
• Identify under-utilized solutions and recommend optimization opportunities.
• Drive revenue realization from newly implemented products.
• Surface qualified sales leads and expansion opportunities for Account Executives.

Program & Operational Leadership

• Monitor onboarding and implementation progress.
• Orchestrate internal stakeholders across Product, Sales, Risk, Operations, Technical Solutions, and Support.
• Function as an escalation point for critical client issues.
• Ensure client readiness for product launches and changes.

Business Optimization

• Analyze client performance trends and health metrics.
• Proactively identify opportunities for improvement.
• Provide strategic recommendations using data and industry knowledge.
• Support retention and long-term client growth.

Desired Candidate Profile

Strong client-centric approach with expertise in stakeholder management, needs analysis, and executive communication. Expertise in lead generation, success planning, data-driven storytelling, product adoption, and consultative client engagement. Strong commercial acumen with critical thinking, advanced problem-solving, and data analytics to deliver strategic outcomes. Proven ability to manage projects, coordinate cross-functional teams, optimise resources, and deliver outcomes within tight timelines.

Mandatory Skills:

• Bachelor's degree in Computer Science, Technology, Engineering, or a related field (Master's preferred).
• 12+ years of experience in Payments, Banking, Financial Services, FinTech, Consulting, and Client Success / Relationship Management
• Regional experience, including working in a faced-paced matrix organisation.
• Excellent communication skills in English (written, verbal, and presentation).

Preferred Skills:

• Good understanding of payment systems, digital platforms, system workflows, security basics, and industry technologies.
• An understanding of regional regulations across financial services or payment networks.