Location: Madrid, Spain

Reporting to: Senior Product Manager & Product Sales Lead

We're looking for a Customer Service & Customer Success Team Lead to own the post-sale customer journey for a integral card issuing and embedded finance solution.

This role combines Customer Success, relationship management and hands-on Customer Service leadership. You'll focus on keeping customers engaged, identifying risks early and turning successful product usage into retention, growth and cross-sell opportunities.

What You'll Do

- Own customer relationships following implementation and onboarding
- Monitor adoption, spend, utilisation and overall customer health
- Lead retention and churn prevention activities
- Identify cross-sell, account growth and expansion opportunities
- Lead QBRs and partner with Sales on account development
- Lead the L1 Customer Service function, particularly during launch and scale-up
- Oversee onboarding, product education and day-to-day customer support




- Manage L1/L2/L3 escalations with internal teams and financial partners
- Track customer satisfaction, response times and service performance

What We're Looking For

- Experience in Customer Success, Customer Service or Account Management within fintech, payments or financial services
- Good knowledge of card issuing, FX, payments, acquiring and/or e-commerce
- Experience working with issuers, processors or financial partners
- Strong commercial mindset with experience in retention, adoption, account growth or cross-sell
- Experience with QBRs, customer health and churn prevention is a plus
- Fluent English
- German, a Baltic language, Slovak or Slovenian is a strong plus

This is a great fit for someone who can combine strong customer relationships with operational service leadership and a commercial mindset.

📌 Customer Service & Customer Success Team Lead (Madrid)
🏢 Uplift People Consulting
📍 Madrid