Location:
Madrid, Spain Reporting to: Senior Product Manager Product Sales Lead We're looking for a Customer Experience Team Lead to own the post-sale customer journey for a general 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 Experience Team Lead (España)
🏢 Uplift People Consulting
📍 España