Customer Success Manager - Global Markets

About Hello Clever

Hello Clever is an innovative fintech company revolutionizing payment and loyalty infrastructures by converting every transaction into growth opportunities for merchants. Operating with AI-driven technology across more than 22 markets, our platform facilitates real-time money movement and transforms payments into tangible results such as increased repeat business, larger purchase sizes, and enhanced customer engagement. We combine local account-to-account payment networks with embedded cashback and loyalty solutions, empowered by Clever AI’s data intelligence, allowing merchants to launch offers, optimize returns, and scale efficiently through a single integration. Recognized globally, Hello Clever has been named Australia's fastest-growing fintech, is featured in Forbes Asia's Top 100, ranked by AFR in the Fastest-Growing Companies, and honored by Inc. Magazine’s Best in Business.

Role Overview

As a member of the Global Markets team, you will focus on enabling local payments with a global reach, especially in emerging markets. Your responsibility includes managing a portfolio of merchants utilizing our cross-border payment solutions, driving adoption, retention, and growth. You will oversee the post-sales stage encompassing onboarding, integration, performance optimization, compliance coordination, and strategic account development.

Key Responsibilities

• Foster and maintain robust relationships with key merchants, partners, and stakeholders internationally.
• Serve as the lead contact for strategic clients ensuring prompt, high-quality support.
• Identify potential challenges early and collaborate internally to resolve them swiftly.
• Collect and relay customer feedback to teams such as Product, Engineering, and Sales to drive continuous product and service enhancements.
• Advocate internally for customer requirements and priorities.
• Track customer health indicators, usage patterns, and satisfaction metrics.
• Prepare detailed reports on customer performance, potential risks, and opportunities across markets.
• Strategically plan and execute efforts to expand total gross merchandise volume (GMV) through new channel development.
• Collaborate closely with Sales, Product, Marketing, and Operations teams to align customer objectives and ensure seamless user experiences.
• Support initiatives to introduce products into new markets.
• Create scalable processes and frameworks for customer success tailored to global markets and document workflows and playbooks.

Essential Requirements

• Between 2 to 5 years of experience in Customer Success, Account Management, Merchant Success, or related client-facing roles, preferably within fintech, payments, SaaS, or technology sectors.
• Proven track record managing B2B relationships and acting as the main liaison for merchants or enterprise clients.
• Experience facilitating customer onboarding, implementation, and product adoption.
• Demonstrated commercial acumen with success in driving growth, retention, and account expansion.
• Strong skills in relationship management, communication, and stakeholder engagement.
• Problem-solving abilities with a proactive attitude toward resolving client concerns.
• Experience interpreting customer data and performance metrics to identify risk and growth chances.
• Excellent organizational capabilities to balance multiple accounts and projects.
• Proven collaborative skills working with teams including Product, Engineering, Operations, and Sales.
• Thrive in fast-paced, rapidly evolving tech environments.
• Familiarity with CRM systems such as HubSpot or Salesforce is a plus.
• Experience in cross-border payments, embedded finance, payment gateways or financial services is desirable.
• Post-secondary qualification in Business, Commerce, Communication, Marketing or related fields is preferred but not mandatory.

Why Work With Hello Clever?

• Join an expanding fintech company pioneering real-time payments and loyalty solutions.
• Work with a product that spans over 22 markets and is growing rapidly worldwide.
• Be part of a mission to make financial transactions smarter, more equitable, and quicker for all.
• Engage in a dynamic, innovation-driven culture that prizes collaboration and results.

Hiring Process

• Initial virtual conversation to explore your background and interests.
• In-person meeting at our office to connect personally and discuss role fit.
• A brief presentation to showcase your ideas and approach (designed to be straightforward and supportive).

Equal Opportunity and Accessibility

Hello Clever is committed to equal employment opportunities and offers reasonable accommodations for candidates with disabilities or religious observances throughout the hiring process. Please inform us if you require any assistance.