Senior Customer Success Executive

You will be a Lead Customer Success Manager for our customers in Philippines market. You are responsible for your customers' successful outcomes with our solutions, driving their adoption and the customers' understanding of the value they bring. In addition, you are responsible for designing, agreeing and executing on your customers' account plans and own the successful annual renewal of their subscription. We would also like to emphasize that for this position in particular, banking, finance or banking-related experience is crucial.

You will report to the Team Lead for Customer Success and join an existing team of 3 Customer Success Managers based in Europe and Nigeria, alongside two Product Adoption specialists in Nigeria and the Philippines. You can be based in Philippines, from which you are able to travel once a quarter to see your customers and/or gather with the team in Zagreb, Croatia. It is critical that you enjoy and ideally have some experience in working across different cultures and are adaptable to them.

Our CSMs are our customers' advocate in the company and work closely with Product, Tech, Support, Implementation and Marketing.

Role Objective:

Maximize customer value by ensuring retention, expansion, and long-term satisfaction. This will be achieved through strategic consulting, stakeholder relationship management, and product adoption guidance to drive growth and digital transformation.

Key Responsibilities:

Drive revenue maximization from existing customers by fighting churn, guiding customers to grow (up-sell) and cross-sells

• Aim for zero churn. Monitor your customers' churn risk.
• Ensure successful contract renewal.
• Proactively identify growth opportunities and realize them through upselling, cross-sell and connected companies' acquisition.
• Identify and propose process changes needed for customers to continuously improve their efficiency and to support their growth and digitization strategies.
• Proactively and timely notice and escalate risks. Propose risks mitigation measures and act upon them.

Own the customer relationship from board & c-levels downwards to ensure optimal value perception and insights

• Act as a trusted advisor for customers top management, Board members and other key decision makers.
• As an experienced manager in financial industry, consult your customers` leadership on business benefits coming from the proper usage of technology and how it can contribute to meeting their overall financial and strategic goals.
• Run regular business review meetings with decision makers, ensuring customers are knowledgeable about the value Oradian Whole product brings.
• Collaborate with marketing and sales in networking with financial sector leadership. Increase the number of referrals coming from existing customers.
• Assist from time to time in sales meetings if needed to promote and demonstrate Oradian service. Attend and present at marketing events.

Increase value generation for customers

• Provide consultancy on best digitization practices for customers going through digital transformation.
• Design product adoption plans, monitor activities of Product adoption specialists executing on product adoption activities and act as escalation point for product adoption projects.
• Monitor and act as consultant and escalation point for implementation projects.
• Constantly challenge customers to think in new and creative ways that enable them to maximize the value of Oradian's services.
• Provide trainings on best practices and benefits from the system.
• Share insights about customers` operations and their impact on our product roadmap with the product team.

Requirements:

• At least 7 years experience within the banking or fintech sector. - At least 3 years experience on Senior/Manager`s positions
• Strategic thinking and strong leadership presence
• Excellent communication skills- both verbal and written
• Outstanding negotiation skills
• Experience working in international environment is a plus

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

What you can expect:

• A fast-paced growing organization with lots of development opportunities.
• Competitive remuneration package.
• Challenging tasks with the opportunity to grow your skills.
• An international environment full of passionate and talented people.
• The opportunity to drive transformation in one of the most innovative and fastest-growing industries.
• Extensive travel opportunities.
• Training budget.

About Oradian

At Oradian, we are passionate about enabling banks and fintechs to scale through technology. We partner with financial institutions, fintechs and neobanks, Southeast Asia and Africa to deliver highly efficient financial services. Our solution is a flexible SaaS core banking platform serving 13 million clients across the globe. We support more than 50 enterprise customers across 12 countries, and we always strive to innovate new ways to support our customers' growth. We are powering scalability, flexibility and digital acceleration of some of the largest, fastest growing and most innovative financial institutions across these dynamic regions. We love what we do, so a positive attitude and passion for our mission are essentials for our team If you are an individual who thrives on finding innovative solutions to meet the toughest of challenges, and who is eager to get your hands dirty – look no further.

At Oradian, we are a merit-first, performance-driven company. Our strength comes from a diverse, multinational team united by a shared focus on creating real impact. We recognize and reward performance, valuing the unique perspectives and experiences that each individual brings.

We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply.