Proactively identify opportunities to improve client adoption and operational efficiency.
Build strong, trusted relationships with client stakeholders to ensure a high-quality service experience.
Support initiatives that drive Net Revenue Retention (NRR) through strong client engagement and product adoption.
Identify expansion opportunities, including cross-sell and upsell of additional Pave services.
Identify operational bottlenecks and implement scalable solutions to improve service delivery.
Act as the "voice of the customer" internally, working directly with Engineering, Operations, and Compliance teams to prioritize client-critical initiatives and influence the product roadmap.
Work closely with Risk and Compliance teams to ensure all client activities and expansions align with regulatory standards in a complex banking environment.
Monitor client usage patterns and health scores to make proactive operational and resourcing decisions.
Design, implement, and optimize the Client Success workflow and strategies to drive efficiency and data-driven decisions.

6+ years of progressive experience in Client Success, Account Management, Client Success, managing enterprise or fintech clients in complex operational environments.
Proven track record in a complex Banking/ Digital Banking, FinTech, SaaS, or Software.
Hands-on experience working within Risk and Compliance frameworks to manage client portfolios safely.
Highly analytical and comfortable using data—such as financial projections and health scores—to drive operational results.
Ability to manage international portfolios and work effectively across diverse, global teams.
Exceptional communication and negotiation skills, with the ability to influence internal stakeholders and external client leaders.
Comfort working in a fast-paced, high-growth environment where agility is key.
Fluent in English; Mandarin or any additional languages are considered a bonus.

The opportunity to shape the future of programmable banking and define new standards for global business finance.
A mission-driven, diverse, and international team with deep domain expertise and a passion for innovation.
Competitive compensation and benefits package.
Equity in the company—so you're aligned with our growth and success.

Client Success Lead

Key skills