Customer Success and Product Lead - PaaS Solutions

This is a dynamic role that combines elements of Customer Success Management, Sales, and Product Management. You will be responsible for driving the full customer lifecycle: from identifying and attracting potential clients, to successfully selling the Payments-as-a-Service (PaaS) product's capabilities, to overseeing the customer onboarding process, and then collaborating closely with IT and compliance teams to ensure a smooth integration. Additionally, you will serve as the ongoing point of contact for customer service and support, ensuring client satisfaction and retention.

You will likely have a background in BaaS or fintech sales, and a foundational understanding of regulatory requirements, or the ability to learn these rapidly. You must be comfortable operating in a startup environment where you can make independent decisions, navigate ambiguity, but have the maturity to own the process and outcome. You should also be able to drive customer engagement, and possess a strong product-oriented mindset to anticipate customer needs and work towards product improvement.

While we support a hybrid work environment, this role is not remote. You will be required you to be in the office in Vilnius ~10 days/month.

Customer Success and Product Lead: PaaS

About Ambr Payments

Ambr Payments is a pioneering fintech company, based in Vilnius and regulated by the Bank of Lithuania as an EMI. Ambr Payments' PaaS platform enables the seamless integration of payment functionalities, IBAN issuance, SEPA payments, and more through a customizable, secure API. Ambr’s PaaS platform is designed to empower businesses with scalable, regulatory-compliant payment infrastructure. We are committed to innovation, security, and customer-centricity, and we aspire to make Ambr a trusted partner in the evolving world of digital finance.

Key Responsibilities

• Customer Acquisition and Sales: Identify and connect with potential clients. Present the capabilities of Ambr’s PaaS solution and lead the sales process, effectively conveying the value and functionality of the platform to win new business.

• Onboarding and Integration: Collaborate with IT, compliance, and operations teams to guide clients through the onboarding process. You will own this process, bringing the team together to ensure all technical and regulatory requirements are met, tailoring onboarding steps to each client’s specific needs.

• Customer Success and Account Management: Act as the primary point of contact for clients post-onboarding, providing ongoing support to ensure client satisfaction and retention. Proactively address customer needs, support issue resolution, and work to identify opportunities for additional value.

• Product Management and Feedback Loop: Serve as the bridge between customers and the product team by providing valuable insights based on customer feedback. Help drive product improvements and anticipate market trends that align with client needs and regulatory changes.

Required Skills and Experience:

• Sales and Customer Success: Demonstrated experience in BaaS, PaaS, or fintech sales and account management, with a track record of successfully driving customer relationships from initial contact through to onboarding and long-term account management.

• Product Management: Strong understanding of product management fundamentals with the ability to communicate product functionality effectively and understand the evolving needs of clients to provide valuable feedback for product development.

• Regulatory Knowledge: Some familiarity with GDPR, PSD2, AML, and other relevant regulatory requirements, or a proven ability to learn complex regulatory information quickly.

• Startup Mindset: Ability to work independently, adapt to shifting priorities, and operate effectively in a fast-paced, growth-focused environment. Must be able to manage the entire life-cycle process of onboarding the customer, from technology integration through to ensuring regulatory compliance. Get Shit Done.

Desired Qualities

• Entrepreneurial Drive: Motivated by the opportunity to contribute to the success of a dynamic, innovative fintech company. Eager to take ownership and make a significant impact in a high-growth, early-stage environment.

Benefits:

• Competitive salary and performance-based ESOP scheme
• Opportunity to work with an innovative fintech team focused on shaping the future of payments
• Flexible working environment with potential for remote work