Customer Success Manager

Job description

### About the Role The Customer Success Manager (CSM) is responsible for driving ongoing platform adoption, transaction volume, and long-term engagement across an assigned portfolio of existing Referral Partners and Agencies (RPAs). The role focuses on deepening relationships post-sale, embedding the Redpin platform into daily partner workflows, and turning initial account activations into active, recurring transaction habits. This is a commercially minded, analytical CSM role sitting at the intersection of account management, transaction operations, and data-driven client strategy. You will work closely with existing RPAs to unlock platform usage, resolve completion bottlenecks, and identify organic expansion opportunities while collaborating with Sales, Product, and Operations. ### Key Responsibilities #### RPA Account Management & Adoption - Serve as the primary relationship owner and strategic contact for an assigned portfolio of active RPAs. - Work directly with agency principals and teams to embed Redpin into their daily workflows and build recurring platform usage habits. - Conduct regular performance reviews with key partners to review transaction health, demonstrate value, and identify opportunities to increase platform usage. #### Activation & Growth - Drive new RPA activation milestones, converting newly assigned, onboarded, or dormant agency accounts into active users. - Partner with BDEs and Sales to expand market share within existing high-value accounts. - Promote the full breadth of Redpin payment capabilities (including Euro-to-Euro transactions) to widen platform usage across partner teams. #### Transaction Execution & Workspace Completion - Oversee active client workspaces through to final settlement, ensuring payment flows move efficiently from setup to completion. - Provide dedicated execution support during high-pressure completion windows, resolving operational delays to protect completion timelines. - Intervene directly on stalled or at-risk workspaces to recover transaction volume across your portfolio. #### Voice of the Customer & Process Improvement - Capture frontline partner feedback and user friction, synthesizing insights for Product and Operations to drive platform enhancements. - Coordinate with internal Compliance, Risk, and Operations teams to solve complex client issues within established regulatory boundaries. #### Reporting & Portfolio Operations - Maintain up-to-date CRM records for all portfolio accounts, tracking account health, workspace progress, and activation statuses. - Report portfolio performance, workspace completion metrics, and activation milestones to senior leadership on a regular cadence. ### What You’ll Need #### Essential - **Experience:** Background in Customer Success, Account Management, or Commercial Operations within Fintech, Payments, SaaS, or Real Estate Tech. - **Partner Relationship Management:** Proven ability to manage an existing B2B partner portfolio, build trust, and drive platform usage and recurring business. - **Analytical & Data Discipline:** Strong data literacy, with the ability to analyze client usage trends and CRM activity to uncover operational bottlenecks and growth opportunities. - **Execution Under Pressure:** Ability to stay composed and take charge during time-sensitive financial completion deadlines. - **Ownership & Agility:** Self-starter mindset, accountability for portfolio KPIs, and comfort working in a fast-paced scale-up environment. - **Languages:** Professional fluency in **English** and **Spanish** (written and spoken). #### Desirable - Domain experience in FX, cross-border payments, banking, or international property transactions. **Key Performance Indicators** Success in this role is directly evaluated on portfolio activity and activation metrics: - **Workspaces (WS) Completed:** Total volume of client workspaces successfully carried through to completed transaction. - **New RPA Activated:** Number of assigned or onboarded partner agencies converted into actively transacting platform users. - **Platform Adoption & Volume:** Overall increase in recurring workspace creation and transaction velocity across assigned accounts. - **Operational Excellence:** CRM accuracy, portfolio health monitoring, and cross-functional escalation handling. We welcome people from all backgrounds who seek the opportunity to help build a future where we connect the dots for international property payments. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world of PropTech forward, together. ### Redpin, Currencies Direct, and TorFX are proud to be equal opportunity employers. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age, or any other characteristic pro