About Pockyt

Pockyt is a border-agnostic payments platform designed for growth-minded businesses looking to enter new markets with ease, security, and control. We are committed to shaping a more inclusive global payments ecosystem by connecting 300+ locally preferred payment methods through a single API. Thousands of brands and marketplaces depend on Pockyt to streamline payment acceptance from emerging market consumers and facilitate borderless payouts to creators, vendors, and sellers across 100+ countries.

About this Role

Pockyt is looking for an experienced and driven Customer Success Manager to join our team. In this crucial role, you will be responsible for ensuring that our customers not only achieve their goals but also thrive using Pockyt's services. You will act as a trusted partner to our clients, leveraging your expertise in the payments industry to guide them through their journey, ensuring they realize the full potential of our platform.

Responsibilities

• Customer Onboarding: Lead the onboarding process for new customers, ensuring they are set up for success from day one and fully understand the capabilities of Pockyt’s platform.
• Relationship Building: Develop and nurture long-term relationships with key stakeholders in your assigned accounts, becoming their primary point of contact and trusted advisor.
• Ongoing Support: Provide proactive, hands-on support to ensure customer satisfaction, address concerns, and troubleshoot issues as they arise.
• Growth Facilitation: Identify opportunities for customers to expand their use of Pockyt’s platform, offering insights and recommendations that align with their business goals.
• Customer Health Management: Monitor customer health metrics, proactively address any risk factors, and implement strategies to prevent churn and drive retention.
• Cross-functional Collaboration: Work closely with internal teams, including Product, Sales, and Engineering, to ensure a seamless customer experience and drive continuous improvement.
• Feedback Integration: Collect and analyze customer feedback, sharing insights with the product team to inform future developments and enhancements.
• Strategic Planning: Assist in developing strategies for scaling the Customer Success function to support Pockyt’s rapid growth.

Qualifications

• Industry Experience: At least 3 years of experience in customer success, account management, or a related role within the payments industry.
• Payment Industry Expertise: Strong understanding of global payment methods, payment processing, and the complexities of cross-border transactions.
• Proven Success: Demonstrated success in managing and growing customer relationships, with a track record of driving customer satisfaction and retention.
• Communication Skills: Exceptional verbal and written communication skills, capable of tailoring messaging to diverse audiences.
• Analytical Mindset: Strong problem-solving abilities and comfort with data analysis, with proficiency in CRM tools and other customer management software.
• Customer-focused: Passion for customer success and a proactive approach to understanding and meeting customer needs.

Benefits

Competitive Compensation: Attractive salary and benefits package, including comprehensive health and retirement plans.

Dynamic Work Environment: Work in a fast-paced, innovative environment where your contributions directly impact the success of Pockyt and its customers.

Career Development: Opportunities for professional growth and development in a rapidly scaling company.

Impactful Role: Play a key role in shaping the future of global payments and driving success for growth-minded businesses around the world.