Senior Customer Success Manager

About us: BVNK is the stablecoin-powered financial stack for enterprises. We're now part of Mastercard, and together we're building a network for every form of money – one that delivers more reach, more capability and more choice. We enable businesses to build financial products, unlock new markets, and move money in seconds across 130+ countries, with 40+ licenses for fiat and digital assets globally. Processing billions annually, we empower enterprises worldwide to send, receive, convert, and settle stablecoins and fiat seamlessly through a single integration. Our mission is to accelerate global money movement, and we're assembling a world-class team to make it happen. Trusted by industry leaders like Corpay, Worldpay, Deel, and Flywire, we deliver the infrastructure that makes new forms of money usable within the financial systems customers already rely on today. By combining Mastercard's global payment reach and trusted networks with BVNK's stablecoin infrastructure, we're building the trusted operating layer for the evolution of money movement, helping customers participate in emerging digital networks without having to rebuild their businesses around every new innovation. We're a diverse team spread across EMEA, North America, and APAC, with a shared belief that stablecoins are the new infrastructure layer for financial services, and that BVNK is at the forefront of this shift. We're incredibly honored to have been recognized by: • CNBC World's Top Fintech Companies (2026) • FXC Intelligence Top 100 Cross-border Payment Companies (2026) • Newsweek's The Top 100 Global Most Loved Workplaces (three years running, most recently 2025) • LinkedIn as one of the Top 20 Startups in the UK (2025) About this role in the team: We’re looking for a strategically driven Senior Customer Success Manager to help our customers get live, grow their payment volumes and realise the full value of BVNK’s platform. This is more than a traditional relationship management role. You’ll combine payments expertise, commercial acumen and strategic customer management to drive adoption, maximise customer value and protect long-term revenue. You’ll build trusted relationships with senior customer stakeholders, understand their business models and payment flows, and turn their objectives into actionable plans. Working closely with Account Management, Sales, Product, Engineering, Compliance and Operations, you’ll help customers overcome challenges, unlock new use cases and scale their use of BVNK. We’re looking for someone who understands that great Customer Success is measured not just by customer satisfaction, but by the outcomes customers achieve and the value they generate. Key Areas of Responsibilities: Drive customer outcomes and adoption • Own the customer journey from onboarding and implementation through go-live, adoption and long-term success, ensuring customers realise value quickly. • Develop a deep understanding of customer business models, payment flows and strategic objectives, building success plans with clear milestones and measurable outcomes. • Proactively identify opportunities to increase payment volumes, activate additional payment rails, expand into new markets and drive adoption of BVNK products. • Use customer and transaction data to monitor performance, identify risks and opportunities, and prioritise actions that improve customer outcomes. Protect and grow customer value • Build trusted relationships across customer organisations, engaging confidently with operational, technical, commercial and executive stakeholders. • Identify early warning signs of churn or underperformance and take ownership of actionable plans to address them. • Partner with Account Management to identify and develop expansion opportunities, support commercial conversations and maximise customer lifetime value. • Lead strategic business reviews that demonstrate value delivered, align on customer priorities and establish clear plans for continued growth. Drive execution and continuous improvement • Coordinate cross-functional teams to resolve customer challenges, remove onboarding and operational blockers, and accelerate time to value. • Represent the customer internally, translating feedback and business needs into actionable insights for Product, Engineering, Compliance and Operations. • Take ownership of complex customer issues, ensuring clear communication, accountability and follow-through through to resolution. • Contribute to scalable Customer Success processes, playbooks and best practices as BVNK continues to grow. What we need from you: • Commercial acumen: Proven experience in a customer-facing role with responsibility for driving adoption, retention, revenue growth or account expansion. You understand the commercial drivers behind customer success. • Payments experience: A background in payments, fintech, banking infrastructure or a related financial services business. You understand payment flows and the operational challenges businesses face when moving money. • Strategic relationship management: Experience managing complex B2B customers, building multi-stakeholder relationships and engaging confidently with senior decision-makers. • Growth mindset: A proactive approach to identifying opportunities, challenging underutilisation and helping customers unlock additional value. • Analytical thinking: Confidence using customer, product and transaction data to identify trends, assess risk and drive decisions. • Execution and accountability: The ability to manage competing priorities, navigate ambiguity and coordinate cross-functional teams to deliver measurable outcomes. • Excellent communication: The ability to simplify complex topics and influence both technical and commercial stakeholders. Nice to have • Experience with stablecoins or digital assets. • Experience working in a high-growth fintech or scaling technology business. • Spanish language proficiency, particularly for supporting customers across Latin America. What success looks like • Customers launch successfully and reach value quickly. • Payment volumes, product adoption and customer engagement grow across your portfolio. • Retention risks are identified early and proactively managed. • Expansion opportunities are identified and developed in partnership with Account Management. • Customers view BVNK as a strategic partner in their payments business. What you can expect from us: • Fair and competitive salary at every stage of your growth • Flexible working hours, with hybrid working at its heart • A culture built on passionate, growth-minded people • A flexible approach to holiday • Opportunities to travel to our offices around the world • An open and creative environment where you can help us define the future of BVNK, its culture, and its opportunity sets At BVNK, we are focused on building a diverse and inclusive team. While you may not meet all of our requirements, we’d encourage you to apply if you meet the majority of our expectations. You may be a great fit for this role or another role in our team.