Pavebank
Client Success Lead
2w ago
WorldwideLeadRemoteclient managementoperational optimizationdata analysiscross-functional collaboration
Lead client success to ensure adoption and operational excellence of Pavebank's programmable banking platform, managing client relationships and collaborating cross-functionally.
Responsibilities
- Client Management : Proactively identify opportunities to improve client adoption and operational efficiency.
- Account Management : Build strong, trusted relationships with client stakeholders to ensure a high-quality service experience.
- Revenue & Retention : 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.
- Operational Excellence : Identify operational bottlenecks and implement scalable solutions to improve service delivery. Contribute to building internal operational documentation and knowledge bases.
- Cross-Functional Collaboration : 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.
- Risk & Compliance Integration : Work closely with Risk and Compliance teams to ensure all client activities and expansions align with regulatory standards in a complex banking environment.
- Data Analysis : Monitor client usage patterns and health scores to make proactive operational and resourcing decisions.
- Client Success Excellence : Design, implement, and optimize the Client Success workflow and strategies to drive efficiency and data-driven decisions. Contribute to internal knowledge-sharing and help build the playbooks for onboarding, adoption, and revenue generation.
Conditions
- 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.
Other
- Pave Bank is the world’s first programmable business bank. Built by the founders behind Monzo and BigPay, we are redefining global business banking by integrating programmable financial infrastructure with world-class client experiences.
- The Client Success team ensures our clients successfully adopt, operate, and scale using Pave’s banking platform.
- We sit at the intersection of clients , operations , engineering , and compliance , ensuring that our services are delivered reliably while continuously improving operational efficiency and client experience.
- Our goal is to ensure clients derive maximum value from Pave’s platform while maintaining the highest operational and regulatory standards.
- As a Client Success Lead , you will be responsible for managing the operational lifecycle of client relationships—from onboarding through ongoing support and operational optimization.
- You will ensure clients successfully implement and operate Pave’s banking products while driving operational excellence across client workflows. The role requires strong cross-functional collaboration with Product, Engineering, Compliance, and Risk teams to ensure client needs are addressed while maintaining regulatory integrity.
- This role combines client relationship ownership , operational problem-solving , and data-driven decision-making .
- Experience : 6+ years of progressive experience in Client Success, Account Management, Client Success, managing enterprise or fintech clients in complex operational environments.
- Sector Background : Proven track record in a complex Banking/ Digital Banking, FinTech, SaaS, or Software.
- Operational & Compliance Knowledge : Hands-on experience working within Risk and Compliance frameworks to manage client portfolios safely.
- Data & Analytics : Highly analytical and comfortable using data—such as financial projections and health scores—to drive operational results.
- Global Mindset : Ability to manage international portfolios and work effectively across diverse, global teams.
- Communication : Exceptional communication and negotiation skills, with the ability to influence internal stakeholders and external client leaders.
- Adaptability : Comfort working in a fast-paced, high-growth environment where agility is key.
- Languages : Fluent in English; Mandarin or any additional languages are considered a bonus.