- Company Name
- Remium
- Job Title
- Customer Success Manager
- Job Description
-
**Job Title:**
Customer Success Manager
**Role Summary:**
Deliver a high‑touch client experience for Remium’s fintech platform, overseeing onboarding, ongoing account management, issue resolution, and coordination of lifestyle services. Act as the primary liaison for individual, corporate, and lifestyle clients, ensuring seamless payments, FX, and exclusive gifting experiences while nurturing vendor partnerships.
**Expectations:**
- 3+ years in concierge, lifestyle management, private banking, travel, hospitality, or fintech.
- Deep understanding of high‑net‑worth and corporate client expectations.
- Proven ability to manage complex client requests, anticipate needs, and provide bespoke solutions.
- Strong vendor/partner relationship management skills.
- Solid grasp of payments, FX, and digital account operations.
- Excellent communication, presentation, and stakeholder engagement.
- Highly organized, resilient under pressure, and service‑oriented mindset.
**Key Responsibilities:**
- Serve as the main point of contact for individual, corporate, and lifestyle clients.
- Lead end‑to‑end onboarding, ensuring account setup, permissions, and clear expectations.
- Resolve client inquiries efficiently, escalating when necessary.
- Coordinate lifestyle requests (travel, hospitality, exclusive experiences).
- Manage vendor relationships, negotiate terms, and ensure delivery of value‑added services.
- Monitor client satisfaction, collect feedback, and identify upsell/opportunity areas.
- Collaborate with Operations, Compliance, and Product teams to refine processes and improve service delivery.
- Support marketing communications and product updates to enhance client engagement.
- Track service level metrics, champion continuous improvement, and contribute to the client experience strategy.
**Required Skills:**
- Exceptional client service and account management.
- Concierge/lifestyle coordination and vendor management.
- Knowledge of international payments, FX, and digital banking services.
- Strong analytical and problem‑resolution capabilities.
- Clear, polished communication and presentation skills.
- Ability to multitask, prioritize, and remain organized under pressure.
- Relationship building, negotiation, and cross‑functional collaboration.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Finance, Hospitality Management, or a related field.
- Certifications in Customer Success, Payments, or Anti‑Money Laundering (AML) are advantageous but not mandatory.