Customer Success Manager - Fintech at AdalFi
AdalFi is hiring a Customer Success Manager - Fintech in Karachi, Pakistan +1 more. On-site.
About AdalFi
AdalFi is a fintech company that provides a digital lending platform. It uses AI-powered credit scoring to assess consumers and small and medium-sized enterprises (SMEs), including those with limited credit history, and offers lending products such as personal loans, salary advances, credit cards, auto loans, revolving finance, supply chain finance, and term loans. Its platform is designed for banks, fintechs and other lenders, and platform businesses and marketplaces, enabling real-time, automated lending decisions through APIs and embedded banking channels. The company focuses on Pakistan.
Customer Success Manager - Fintech job description
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)
