About Pockyt

Pockyt is an alternative payments infrastructure that accelerates cross-border commerce growth by connecting businesses to over 300 locally preferred payment methods, including super apps, web3 wallets and homegrown real-time networks.

About the Role

We’re looking for a tech-savvy, innovative Customer Success Manager to join our dynamic team. In this key role, you'll ensure our clients thrive on Pockyt’s platform, becoming their go-to partner and champion. You'll play a vital role in our mission to redefine global payments, helping lead initiatives to train our AI-powered support agent and participating in strategic projects. This is your chance to shape the future of Customer Success, leveraging cutting-edge AI and automation.

Key Responsibilities

• Customer Onboarding: Lead seamless onboarding for new clients, setting them up for success from day one and showcasing the full capabilities of Pockyt’s platform.
• Relationship Building: Cultivate long-lasting partnerships, acting as the primary advisor and trusted contact for your portfolio of accounts.
• AI-Enhanced Support: Help train and optimize our AI support agent, ensuring a smooth blend of automated and human-led customer success.
• Growth Opportunities: Identify and drive opportunities for clients to expand their use of Pockyt, offering strategic insights that align with their business goals.
• Customer Health: Monitor client health metrics, proactively tackle risk factors, and implement retention strategies to boost satisfaction.
• Cross-Functional Collaboration: Work hand-in-hand with Product, Sales, Engineering, and our AI team to deliver a seamless, cohesive customer experience.
• Feedback Loop: Collect and analyze customer insights, feeding this data back to our product team to drive future enhancements.
• Strategic Planning: Play a role in scaling our Customer Success function, contributing to strategies that support Pockyt’s rapid growth.

Qualifications

• Experience: 3+ years in customer success, account management, or related roles, preferably within the payments industry.
• Payments Expertise: Strong knowledge of global payment methods, cross-border transactions, and payment processing.
• Proven Success: Track record of driving customer satisfaction, retention, and growth.
• Tech-Savvy & Analytical: Experience with CRM tools, comfort with data analysis, and a passion for leveraging technology to enhance customer experience.
• Exceptional Communication: Ability to tailor messaging to diverse audiences, translating complex concepts into clear, actionable insights.
• Customer-Centric: A proactive, solution-focused mindset with a passion for helping customers succeed.

What We Offer

• Competitive Compensation: Attractive salary and benefits package, including comprehensive health and retirement plans.
• Innovative Work Environment: Join a fast-paced, tech-forward company where your contributions drive success for Pockyt and our clients.
• Career Growth: Opportunities for professional development and career advancement in a rapidly scaling company.
• Impactful Role: Shape the future of global payments, supporting businesses around the world to thrive in new markets.