Uplift is a dynamic agency specializing in integral talent search, covering EMEA, LATAM, USA, and APAC. With successful placements in 52 countries, we combine speed and cutting-edge technology to source top executive and mid-senior talent across various functions. Our innovative approach integrates global networks, AI, and advanced recruitment tools. Beyond recruitment, we engage with our audience through our podcast, newsletter, and webinars, ensuring we stay at the forefront of talent acquisition and global HR trends.About Our Client Our client is a global fintech company providing payment and financial solutions for businessesWe're looking for a Customer Service & Customer Success Team Lead to own the post-sale customer journey for a global 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 onboardingMonitor adoption, spend,



utilisation and overall customer healthLead retention and churn prevention activitiesIdentify cross-sell, account growth and expansion opportunitiesLead QBRs and partner with Sales on account developmentLead the L1 Customer Service function, particularly during launch and scale-upOversee onboarding, product education and day-to-day customer supportManage L1/L2/L3 escalations with internal teams and financial partnersTrack customer satisfaction, response times and service performanceWhat We're Looking For Experience in Customer Success, Customer Service or Account Management within fintech, payments or financial servicesGood knowledge of card issuing, FX, payments, acquiring and/or e-commerceExperience working with issuers, processors or financial partnersStrong commercial mindset with experience in retention, adoption, account growth or cross-sellExperience with QBRs, customer health and churn prevention is a plusGerman, a Baltic language, Slovak or Slovenian is a strong plusThis is a great fit for someone who can combine strong customer relationships with operational service leadership and a commercial mindset .#J-18808-Ljbffr

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