Senior Customer Success Executive

The Position

You will be a Lead Customer Success Manager for our customers in the Philippines market. You are responsible for your customers’ successful outcomes with our solutions, driving their adoption and understanding of the value they bring. Additionally, you will design, agree on, and execute your customers’ account plans and own the successful renewal of their subscriptions. For this position, banking, finance, or banking-related experience is crucial.

You will report to the Team Lead for Customer Success and join a team of 3 Customer Success Managers based in Europe and Nigeria, along with two Product Adoption specialists in Nigeria and the Philippines. You can be based in the Philippines, with travel once a quarter to meet customers or the team in Zagreb, Croatia. Experience working across different cultures and adaptability are important.

Our CSMs advocate for our customers within the company and collaborate closely with Product, Tech, Support, Implementation, and Marketing teams.

Role Objective:

Maximize customer value by ensuring retention, expansion, and satisfaction through strategic consulting, stakeholder management, and product adoption guidance to foster growth and digital transformation.

Key Responsibilities:

• Drive revenue from existing customers by reducing churn and guiding growth through up-selling and cross-selling.
• Aim for zero churn and monitor churn risks.
• Ensure successful contract renewals.
• Identify and realize growth opportunities via upselling, cross-selling, and customer acquisition.
• Propose process improvements to enhance customer efficiency and support their growth and digitization strategies.
• Proactively escalate risks and propose mitigation measures.
• Manage relationships from board and C-level executives to ensure value perception and insights.
• Act as a trusted advisor for top management, including Board members, on leveraging technology to meet strategic goals.
• Conduct regular business reviews with decision-makers, demonstrating the value of our solutions.
• Collaborate with marketing and sales to network within the financial sector and increase referrals.
• Assist in sales meetings and represent the company at marketing events.
• Provide consultancy on best digitization practices during digital transformation.
• Design and monitor product adoption plans, oversee activities, and escalate issues as needed.
• Challenge customers to maximize value from our services.
• Provide training on system benefits and best practices.
• Share operational insights with the product team for roadmap improvements.

Requirements:

• Minimum 7 years of experience in banking or fintech sectors, with at least 3 years in senior or managerial roles.
• Strategic thinking and leadership skills.
• Excellent verbal and written communication skills.
• Strong negotiation skills.
• Experience in an international environment is a plus.

Location & Time Zone: Philippines, preferably Manila (Remote)

What you can expect:

• Growth opportunities in a fast-paced organization.
• Competitive salary.
• Challenging tasks and skill development.
• International environment with passionate colleagues.
• Opportunity to drive industry transformation.
• Travel opportunities.
• Training budget.

About Oradian

We enable banks and fintechs to scale through technology, partnering with financial institutions across Southeast Asia and Africa. Our SaaS core banking platform serves 13 million clients, supporting over 50 enterprise customers in 12 countries. We innovate continuously to support our customers’ growth, powering scalability, flexibility, and digital acceleration. We value passion, innovation, and diversity in our team. If you are eager to solve challenging problems and make an impact, consider joining us.

We are a merit-first, performance-driven company that values diverse perspectives. If you believe you can contribute even if you don't meet all requirements, we encourage you to apply.