Customer Success Manager

at  Ascenda Loyalty

NICE TO MEET YOU! WE ARE ASCENDA

Ascenda provides the rewards infrastructure for leading financial services brands across the world.
Our customers include the world’s largest banks, top tier card issuers and fintechs who utilise our rewards infrastructure to power their earn & burn rewards programs. These include American Express, CapitalOne, HSBC, Brex, Virgin Money, SMBC, ICBC, Bradesco, ANZ, HDFC and Top 10 financial services brands in many other countries.
With a best-in-class technology suite and the world’s broadest rewards content marketplace, we are the engine behind winning premium rewards propositions for financial services all around the globe.
Our customers are spread across continents, and we serve over 1 billion customers globally. No matter where you are in the world, you’ll recognize our footprint!
We believe that nothing should stand in the way of companies who strive to drive growth via compelling and effortless rewards propositions that their customers love.

JOIN US AS A CUSTOMER SUCCESS MANAGER AT ASCENDA!

As part of the Customer Success Team, you will be responsible for building and maintaining strong relationships with our banking and fintech customers, ensuring their success and satisfaction with our loyalty platform. The ideal candidate is passionate about customer advocacy, proactive problem-solving, and driving value for our customers.
This includes onboarding, managing and growing the customer’s rewards program by developing loyalty strategy, managing the customer relationship, and delivering major loyalty initiatives.
Our team is dedicated to supporting our customers in effectively managing and expanding their rewards programs, as well as executing their loyalty and rewards campaign initiatives.
We are seeking a motivated individual who is enthusiastic about driving revenue growth and enhancing customer value for our banking and fintech customers. If you excel in a collaborative, fast-paced environment and are driven to succeed, we invite you to join our dynamic team.

• Lead onboarding for new financial institution customers, ensuring a smooth transition and comprehensive platform understanding.
• Conduct tailored training sessions, empowering customers to leverage platform features effectively.
• Assist customers in defining value propositions and optimising marketing strategies for program launch activities.
• Provide ongoing post-launch support, addressing concerns promptly and offering strategic insights.
• Act as a customer advocate, championing their needs and feedback to internal teams.
• Collaborate cross-functionally to refine the onboarding process, gathering feedback for optimization.
• Identify upsell and cross-sell opportunities, fostering revenue growth and expansion.
• Establish and oversee metrics to evaluate customer satisfaction and measure the impact of our strategies.
• Monitor and analyse customer metrics, providing insights and recommendations for improvement.
• Prepare dynamic customer presentations, showcasing our services’ value and identifying improvement opportunities.
• Collaborate with cross-functional teams to develop strategic account plans, financial forecasts, and operating plans.
• Lead contract negotiations and renewals, ensuring long-term partnerships.
• Assist in delivering new initiatives for customers’ existing partners, working closely with project, product, and software engineering teams.
• 3-5 years of customer success experience in SaaS/product-led organisations, with a plus in loyalty/banking/fintech industries.
• Strong self-starter with excellent communication skills, including senior management presentations.
• Deep understanding of loyalty and CRM projects, with commercial, marketing, technical, and analytical acumen.
• Ability to navigate and work fluidly in a fast-paced, changing environment, with solid organisational and multitasking skills.
• Proactive mindset, willingness to take initiative and work independently.
• Professional English proficiency required; ability to speak a second language is a bonus.