Customer Success Specialist

Isle of Man

Contract

Our client is looking for a Customer Success Specialist to join their team on a 1-year fixed-term contract (FTC), with the potential to transition into a permanent role.

Role Profile: In this role, you will manage and grow their portfolio of Business clients, acting as a trusted advisor and strategic partner. You will guide new clients through onboarding, drive product adoption, and nurture long-term relationships that ensure retention and account growth.

You will be instrumental in helping clients unlock the full value of services, identifying opportunities to optimise their use of the platform, and supporting commercial expansion through upselling and cross-selling. While the core focus is B2B, occasional support for strategic or operational B2C initiatives may be required.

Key Responsibilities

Client Onboarding & Enablement

Serve as the primary point of contact for new business clients during onboarding and initial setup in coordination with onboarding specialists and compliance team as needed.
Guide clients through product integration, documentation, technical onboarding, and training processes to ensure a seamless go-live experience.
Coordinate cross-functional teams (e.g., Compliance, Technical, Support) to deliver tailored onboarding journeys aligned with client goals and timelines.

Relationship Management & Retention

Build and maintain strong, consultative relationships with key stakeholders across your assigned client portfolio.
Conduct regular business reviews and proactive check-ins to assess client satisfaction, platform usage, and success metrics.
Act as a strategic partner, understanding clients' evolving needs and aligning them with product capabilities.

Product Adoption & Account Growth

Promote ongoing engagement by introducing clients to new features, product enhancements, and best practices.
Identify opportunities to increase product usage and drive business outcomes through consultative upselling and cross-selling in coordination with the Sales team.
Collect and share customer feedback to inform product improvements and service delivery.

Issue Resolution & Escalation Management

Serve as a point of escalation for client concerns, coordinating swift and effective resolution by liaising with internal teams.
Ensure timely communication and clear updates during high-impact or time-sensitive scenarios.
Provide ad hoc high-touch support to B2C operations, when necessary, particularly for strategic accounts (high value customers, affiliates, promoters, influencers, etc) or VIP escalations.

Key Skills & Experience

2+ years of experience in Customer Success, Account Management, or Solution Consulting in fintech, payments, SaaS, or similar industries.
Strong understanding of digital payments flows, client onboarding journeys, and regulatory/compliance frameworks (e.g., KYC, AML).
Excellent interpersonal and communication skills-able to translate complex technical topics for commercial audiences and vice versa.
Comfortable working with data and KPIs; able to analyse trends, flag issues, and take action based on insights.
Highly organised, detail-oriented, and responsive-committed to fast follow-ups and exceptional client service.
Willingness to travel for client meetings, events, or industry conferences.
Fluent in English; additional languages are a plus.
Experience working with clients in regulated environments (e.g., finance, gaming, e-commerce).
Familiarity with alternative payment methods and expansion into emerging markets.
Proficiency in CRM tools (e.g., Salesforce) and customer engagement platforms.

Your specialist: Mark Burman

Quote job ref: 16067

Hi, I'm Mark and I look after all the temp / contract roles. If this exciting job sounds up your street, please submit your details, we look forward to hearing from you.