Client Success Associate

Job description

ABOUT PAVE BANK: 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. ABOUT CLIENT SUCCESS: At Client Success, our mission is to ensure our clients extract the maximum value from our banking products and services— driving product adoption, retention, expansion, and overall Pave experience. You will be a critical voice for the client internally and a trusted advisor externally, contributing directly to the company’s growth and product evolution. As a Client Success Associate, you will be on the front lines of our operational engine, ensuring our global clients extract maximum value from our banking products. This is a high-impact role focused on the day-to-day execution of client retention, product adoption, and operational excellence. You will act as a bridge between our clients and our internal teams, ensuring that our programmable banking solutions are implemented seamlessly and securely. KEY RESPONSIBILITIES OF CLIENT SUCCESS ASSOCIATE: - Operational Management: Design, implement, and optimize Client Success workflows to drive efficiency and data-driven decisions. - Revenue & Retention: Execute strategies to maximize Net Revenue Retention (NRR) and identify expansion opportunities (upsell/cross-sell) of the client portfolio. - Onboarding & Playbooks: Contribute to internal knowledge-sharing and build operational playbooks for client onboarding and long-term adoption. - Cross-Functional Collaboration: Act as the "voice of the customer" internally, working directly with Tech, 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. WHAT WE’RE LOOKING FOR - Experience: 3+ years of progressive experience in Customer Relations, Client Success, Account Management, or a strategic client-facing role. - 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; any additional languages are considered a bonus. WHAT WE OFFER: - 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.