Customer Success Manager

About Fiat Republic

Fiat Republic is a regulated B2B neobank for businesses that move money between fiat and digital assets. Through a single API, our clients open accounts, access local payment rails, safeguard funds and settle instantly in EUR, GBP and USD.

We are licensed by the DNB in the Netherlands and the FCA in the UK, and registered with FINTRAC and the Bank of Canada. Our team of around 40 people works across London, Amsterdam, Kraków and Toronto, and we are backed by Speedinvest, Credo, Fabric, Inovo, Kraken Ventures and SoftBank.

The Opportunity

We are hiring our first Customer Success Manager to own our clients after they sign. You will get them live fast, keep them happy, catch churn before it happens and grow revenue from our existing client base.

Most of our clients and much of our team are in Europe, so this role starts at 6am or 7am Eastern. You get the morning with Europe and finish your day early.

This is a senior role. You will build our Customer Success function from scratch and shape how we look after every client.

How We Work

We are a small team competing with much bigger players. We win on speed and ownership.

• Every lead and every client message gets a response the same day.
• WhatsApp and Telegram are our default channels, and we pick up the phone when it counts.
• After every meeting, next steps and dates go out the same day, and we chase until they happen.
• We lead with how we win. When something blocks a deal or a client, we find the person who can solve it and come back with the answer.
• You own your work end to end. Nobody has to chase you.

Get Clients Live

• Own every client from signature to first transaction.
• Drive onboarding with our Compliance and Operations teams, and give every client in onboarding a go-live date.
• Chase blockers daily, on our side and the client's, until the client is live.
• Make sure live clients reach meaningful transaction volumes.

Keep Clients

• Own a portfolio of clients across Europe, the UK and Canada as their first point of contact.
• Run regular check-ins and quarterly business reviews with priority clients.
• Build client health scores in HubSpot using volumes, balances, support tickets and payment behavior, and act on early warning signs.

• Own churn. For every at-risk client, know the reason, the last contact and the revenue at risk, and have a plan to keep them.
• Handle escalations end to end with Operations, Product and Compliance.
• Own client-facing billing questions and work with Finance so invoices are paid on time.

Grow Clients

• Spot expansion opportunities; new currencies, accounts, payment rails, corridors and third-party payments.
• Close expansions yourself once a client is past its first 4 months, and work with Sales on the largest ones.
• Hold targets on gross and net revenue retention.

Be the Voice of the Client

• Bring recurring issues and requests to Product, Operations and Compliance, backed by numbers.
• Keep HubSpot accurate for every client; health, activity, opportunities and risks.

What You Bring

• 5+ years in Customer Success or Account Management with B2B clients in payments, banking, fintech or crypto.
• A track record of owning retention numbers and growing accounts.
• A solid understanding of payment operations; onboarding and KYB, payment rails, reconciliation and invoicing.
• Confidence with founders and senior stakeholders as well as operations teams.
• Pace and follow-through. Every client message gets a response the same day.
• Willingness to start your day at 6am or 7am Eastern.
• Experience with HubSpot or a similar CRM, and a data-driven approach to client health.
• Comfort working in a regulated environment where not every request can be met straight away.
• Eligibility to work in Canada.

Nice to Have

• Experience at an EMI, bank, payments provider or crypto company.
• French or another European language.

What Success Looks Like

• Signed clients go live faster, and the onboarding backlog is cleared.
• No surprise churn.
• Net revenue retention above 100%.
• Invoices paid on time.
• Our Sales team spends its time winning new business.

What We Offer

• Base salary of C$90,000 - C$105,000.
• Uncapped 4% commission on collected revenue for 12 months on every upsell and expansion you close after a client's first 4 months.
• A flat bonus for every contract renewal you secure.
• Hybrid working from our Toronto office in King West.
• An early start and an early finish.
• The chance to build Customer Success at a growing regulated fintech.
  
  We appreciate all applicants for their interest. Please note that only those selected for an interview will be contacted.