Customer Success Manager – Key Engage

About the role

We are seeking a proactive Customer Success Manager – Key Engage to drive retention and product adoption for a fintech company focused on employee financial wellbeing. You will own the health of a portfolio of key clients, using data‑driven insights to ensure long‑term engagement and value.

Key responsibilities

• Take ownership of retention and usage health across a portfolio of Key Engage clients.
• Monitor and analyse engagement KPIs such as MTU, MAU/EE ratios, and feature adoption trends to identify risks and growth opportunities.
• Design and execute structured communication and engagement strategies beyond onboarding.
• Detect early signals of disengagement or churn risk and activate targeted recovery actions.
• Lead periodic performance and value reviews focused on usage evolution and retention drivers.
• Serve as the internal voice of the customer, translating insights into actionable feedback for Product and Operations teams.
• Collaborate with Onboarding, Support, Marketing, and Client Operations to ensure seamless user experience.
• Use recurring performance reporting to trigger continuous optimisation initiatives.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Finance or a related field.
• Bilingual proficiency in English and Spanish.
• Strong written and verbal communication abilities.
• Comfortable working with data, dashboards and performance indicators.
• Highly self‑driven, proactive and able to work independently.
• Excellent cross‑functional collaboration skills.
• Positive attitude toward challenges and a creative problem‑solving mindset.

Required skills

What we offer

• Opportunity to work in an innovative fintech environment.
• Data‑driven role with impact on client success and company growth.
• Collaborative cross‑functional teams.