We are looking for a Customer Service & Customer Success Team Lead to support our Team in Madrid!
You'll own the entire post-sale journey for a global card issuing and embedded finance solution, from the first day a customer goes live to how their relationship grows over time. It's a role that blends hands-on Customer Service leadership with real Customer Success accountability: you'll be the person who spots a churn risk before it becomes a lost account, and the one who turns steady usage into expansion. Reporting to the Senior Product Manager & Product Sales Lead, you'll sit at the center of the customer experience for a proposition spanning card issuing, FX, payments and working capital.
What You’ll Do
Customer Success, Retention & Growth
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Own ongoing customer relationships following implementation and onboarding, and lead QBRs with key customers
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Monitor customer health indicators including adoption, spend, utilisation, service trends and engagement
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Own retention and churn management, identifying at-risk accounts early and coordinating recovery actions
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Monitor agreed spend volumes and work with customers and Sales to close utilisation gaps
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Identify cross-sell and expansion opportunities across card issuing, FX, payments, working capital and related embedded finance solutions
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Partner closely with Sales on account development, retention and growth
Customer Service & Escalation Leadership
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Lead the L1 Customer Service function, staying hands-on during launch and scale-up
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Oversee onboarding, product education and day-to-day customer support
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Own the human-assisted support model for chatbot/client-dashboard cases requiring human intervention
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Manage the L1/L2/L3 escalation framework with financial partners and internal stakeholders
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Monitor customer satisfaction, response/resolution times, retention, churn, adoption and spend growth
What You Need For This Role
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Customer Success, Customer Service or Account Management experience within payments, fintech or financial services
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Strong knowledge of card issuing, FX, payments, card acquiring and/or e-commerce
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Experience with issuers, processors or other financial partners
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Commercial mindset with experience driving adoption, retention, account growth or cross-sell
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Experience with customer health frameworks, churn prevention and QBRs is highly desirable
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Fluent English and German; Baltic language, Slovak or Slovenian is a strong plus
What Will Make Us Really Love You
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You bring a track record of success in a similar role, with hands-on experience.
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You’re not afraid to challenge the status quo and bring fresh, out-of-the-box ideas to the table.
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You anticipate challenges before they arise and take initiative to find effective solutions.
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You have an eye for detail.
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You thrive on teamwork but also bring a driven, goal-oriented spirit.
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You’re genuinely enthusiastic about advertising, ad-tech, and staying ahead of industry trends.
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You have the ability to engage and communicate with internal and external stakeholders in a positive and approachable way.
What You’ll Love About Us
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We care about your individuality by giving you freedom to grow and create within the company, regardless of your position
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Learn from the best: Our state of the art workshops guarantee the latest insights into digital advertising
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Be part of a company with a truly global footprint, working with leading brands, platforms, and publishers across 90+ markets.
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We foster a dynamic environment where creativity, collaboration, and bold ideas are encouraged and celebrated.
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Join a diverse, multicultural team that values and embraces different perspectives, experiences, and talents.
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At Aleph, your work directly contributes to connecting brands and consumers in meaningful ways, shaping the future of digital advertising.