Customer Success Manager - Fintech

About Adal. Fi: Adal. Fi is a leading fintech company revolutionizing digital lending in Pakistan. We build intelligent credit infrastructure for banks, enabling them to make real-time, automated lending decisions using advanced data science, machine learning, and AI technologies.

About the Role

We are seeking a Customer Success Manager (CSM) to build long-term, trusted relationships with our fintech clients and ensure they achieve maximum value from our solutions. You will act as the strategic partner and primary point of contact for customers, driving product adoption, retention, and growth while ensuring compliance with industry regulations.

Key Responsibilities

• Act as a trusted advisor to clients, aligning our solutions with their business goals and financial operations.
• Proactively monitor customer health metrics (usage, transaction volumes, adoption) to identify risks and opportunities.
• Conduct quarterly business reviews and strategy sessions to showcase ROI and drive product adoption.
• Collaborate with product, engineering, and compliance teams to resolve technical issues and relay customer feedback.
• Stay up to date with fintech regulations (e.g., PCI DSS, KYC/AML, PSD2, open banking) to guide customers on risk and compliance best practices.
• Serve as the voice of the customer, influencing product roadmaps and feature enhancements.

Requirements

& Qualifications: - 7+ years of experience in a fintech, SaaS, or financial services company.

• Strong understanding of digital payments, banking, lending, wealth management, or trading platforms.
• Familiarity with APIs, data integrations, and analytics tools; technical comfort is a must.
• Excellent relationship management, communication, and problem-solving skills.
• Ability to manage multiple enterprise accounts and drive measurable outcomes.
• Knowledge of financial compliance and risk management (KYC, AML, PCI DSS, GDPR) is a plus.
• Bachelor’s degree IT or a related field Key Performance Indicators (KPIs):
• Customer Retention & Net Revenue Retention (NRR)
• Time-to-Value (TTV) for onboarding completion
• Product adoption & transaction volume growth
• Customer Satisfaction (CSAT / NPS)