Customer Success Manager

3 days ago

Karachi, Sindh, Pakistan AdalFi Full time 1,500,000 - 3,000,000 per year

About AdalFi:

AdalFi 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)

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