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 Management

• Handle 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 & Activation

• Serve 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 & Satisfaction

• Actively 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 Resolution

• Act 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 Management

• Maintain 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 Building

• Foster 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.

• 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 Mindset

• You 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.

• 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.

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.