Customer Success Manager

We are xpate — a Riga-born fintech building smart payment and banking infrastructure to connect the fragmented payments industry.

Your role at xpate:

You'll be the first trusted partner for our new clients, guiding them through onboarding, activation, and going live. You'll ensure a smooth start, drive engagement, solve problems early, and build long-term relationships that help clients grow with xpate. As a key player in the customer success team, you'll directly contribute to revenue retention, upsell opportunities, inbound conversions, and operational efficiency, impacting our P&L through higher client lifetime value, reduced churn and customer growth.

What You'll Do:Inbound Sales ManagementHandle inbound leads from introducers or internal network, acting as the initial point of contact to qualify opportunities, understand needs, and guide them through the onboarding process.Convert qualified leads into signed clients by demonstrating xpate's value, addressing objections, and collaborating with internal teams to close deals efficiently.Client Onboarding & ActivationServe as the primary contact for new clients, ensuring smooth activation, technical setup, and a seamless onboarding experience.Optimize onboarding processes to reduce support tickets and minimize time-to-value.Own and improve time-to-live and time-to-volume metrics to accelerate client activation and ramp-up.Client Engagement & SatisfactionActively engage with clients to ensure satisfaction, identify needs, and provide tailored solutions to enhance their experience.Monitor client health, usage, and early performance to identify risks or opportunities, driving metrics like activation time, ramp-up speed, and retention.Problem-Solving & Issue ResolutionAct as a proactive problem solver, addressing operational challenges and coordinating with internal teams (Tech, Risk, Compliance, Growth, Onboarding) to resolve issues.Ensure client expectations are managed clearly and transparently.Navigate regulatory and compliance challenges to minimize downtime, fines, and risks, especially in regulated industries.Client Data & Documentation ManagementMaintain up-to-date records of client interactions, documents, and contracts in internal systems (HubSpot, internal tools).Provide structured reporting on client status, risks, opportunities, and performance, leveraging payment analytics tools for data-driven insights.Long-Term Relationship BuildingFoster strong partnerships by understanding client business goals and aligning them with xpate's services.Drive customer growth from a TPV and revenue perspective by supporting clients in increasing volume, improving conversion rates, and adopting additional xpate services.Lead upsells through collaboration on pricing strategies, product expansions, and additional features to meet quarterly revenue goals and drive quarter-over-quarter volume growth.

We're ready to meet you, if…

You have 2–3+ years in Customer Success, Account Management, Sales, or Business Development in a fintech, payments, or banking environment.You have a taste for great service and can create a premium experience for high-value clients.You're an excellent communicator — clear, empathetic, structured, and customer-focused.You're organised and proactive, with strong problem-solving and sales qualification skills.You're confident working with CRMs, internal tools, client data, and payment analytics tools (e.g., dashboards for transaction monitoring).You thrive in fast-moving environments and love helping clients succeed while driving revenue growth.Bonus Points If…You've worked with high-risk industries (gaming, forex, crypto, adult, PSPs).You understand payment flows, gateway integrations, or onboarding processes.You've collaborated with cross-functional teams in a startup or scaling company.You've managed introducer or partner-referred leads in a fintech context.What Success Looks Like (First 6 Months)Smooth activation for all new merchants, with clear communication and minimal delays.Early risk/escalation detection and resolution.Strong relationships with high-value merchants.Visible improvement of client engagement metrics, including 90%+ retention rate for onboarded clients, faster activation times, improved ramp-up speed, higher retention, reduced time-to-live, and optimized time-to-volume.Clean, consistent documentation across all accounts.Successful conversion of inbound leads from introducers, with measurable contributions to revenue growth through new client acquisitions, identified upsell opportunities, and volume increases.Your MindsetYou care deeply about client success — and it shows.You proactively solve problems instead of escalating them.You think in terms of systems, structure, data, and revenue.You're steady, reliable, and calm under pressure.You're committed to long-term relationships, real business growth.

What working at xpate looks like:

• A dynamic, ambitious environment where compliance is seen as an enabler of growth, not a blocker.
• Enjoy flexible working hours, hybrid work options, private health insurance and generous paid time off giving you the balance you need to perform at your best.
• Apple hardware and modern work tools to support your workflow.
• Extra personal time off for rest and recharge:12 additional days per year, plus your birthday off.
• Private health insurance and wellness benefits.
• Opportunities to grow, lead, and shape xpate's future-proof compliance ecosystem.
  
  Why join xpate?
  
  

We're building the financial backbone of the future — where payments move freely and businesses grow without barriers. If you want real impact, freedom to innovate, and work that drives change, xpate is the place for you.

About us

xpate's story

xpate is an all-in-one money management platform built for businesses, fintechs, and regulated industries. Born in Riga and now spreading around the globe, xpate helps digital businesses pay, get paid, and keep money flowing seamlessly and securely across borders, industries, and technologies.

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