Customer Experience Team Lead

Location: Madrid, Spain Reporting to: Senior Product Manager & Product Sales Lead We're looking for a Customer Experience Team Lead to own the post-sale customer journey for a global card issuing and embedded finance solution. This role combines Customer Success, relationship management and hands-on Customer Service leadership. You'll focus on keeping customers engaged, identifying risks early and turning successful product usage into retention, growth and cross-sell opportunities. What You'll Do - Own customer relationships following implementation and onboarding - Monitor adoption, spend, utilisation and overall customer health - Lead retention and churn prevention activities - Identify cross-sell, account growth and expansion opportunities - Lead QBRs and partner with Sales on account development - Lead the L1 Customer Service function, particularly during launch and scale-up - Oversee onboarding, product education and day-to-day customer support - Manage L1/L2/L3 escalations with internal teams and financial partners - Track customer satisfaction, response times and service performance What We're Looking For - Experience in Customer Success, Customer Service or Account Management within fintech, payments or financial services - Good knowledge of card issuing, FX, payments, acquiring and/or e-commerce - Experience working with issuers, processors or financial partners - Strong commercial mindset with experience in retention, adoption, account growth or cross-sell - Experience with QBRs, customer health and churn prevention is a plus - Fluent English - German, a Baltic language, Slovak or Slovenian is a strong plus This is a great fit for someone who can combine strong customer relationships with operational service leadership and a commercial mindset.