Customer Success Officer

About Wio

Wio Bank is a leading one-of-a-kind financial platform that is revolutionizing the banking industry in the MENA region. Our platform is here to reboot personal and business banking in the digital age. Our personalised features and seamlessly integrated services are built around your needs, helping you spend, save, and plan for your future.

Role Overview

Wio Bank is reimagining banking for the digital age — smarter, faster, and tailored to our customers’ needs. We are looking for a Customer Success Officer to join our growth-focused team and play a key role in onboarding new customers and ensuring a smooth, impactful transition into long-term, value-driven partnerships.

In this role, you will be responsible for identifying prospective clients, introducing Wio’s digital-first banking solutions, closing engagements in collaboration with Sales, and managing the end-to-end onboarding experience. Your mission: create a customer journey that drives satisfaction, trust, and long-term loyalty from day one.

Key Responsibilities

• Client Acquisition & Prospecting
• Identify and engage with potential clients through outbound efforts, referrals, digital channels, and community partnerships.
• Educate prospective customers on Wio’s business banking solutions, tailored to startups, SMEs, and modern entrepreneurs.
• Support discovery meetings and convert qualified leads into onboarding clients in collaboration with the sales team.
• Seamless Client Onboarding
• Lead the full onboarding process for new clients — from initial documentation to platform activation.
• Ensure customers understand Wio’s features, benefits, and tools via personalized training and onboarding sessions.
• Partner with internal teams (Compliance, Tech Support, Product) to resolve issues and deliver a frictionless start.
• Client Relationship Building
• Serve as the primary point of contact for new clients during their initial engagement phase.
• Build strong, trust-based relationships through proactive communication and support.
• Monitor client activity and satisfaction to anticipate needs and provide timely guidance.
• Collaboration & Reporting
• Work cross-functionally with Sales, Marketing, Product, and Support teams to improve lead quality and customer journeys.
• Maintain detailed, accurate records in Wio’s CRM system (e.g., Salesforce/HubSpot).
• Deliver regular reports on onboarding progress, customer health scores, and pipeline status.
• Upselling, Cross-Selling & Retention Support
• Identify opportunities to introduce additional Wio services or features that enhance client value.
• Ensure clients are guided toward long-term success by coordinating smooth handovers to account managers or the broader Customer Success team.
• Support retention initiatives and early-stage lifecycle management efforts.
  
  

Qualifications And Experience

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 1–3 years of experience in sales, client onboarding, business development, or customer success, preferably in fintech, banking, or SaaS.
• Excellent communication, presentation, and client-facing skills.
• Proven ability to build rapport quickly and manage customer relationships with professionalism.
• Experience working with CRM platforms such as Salesforce, HubSpot, or similar.
• Goal-oriented, adaptable, and passionate about helping customers succeed in a digital environment.
• Strong problem-solving skills and a customer-first mindset.
  
  

Key Performance Indicators (KPIs)

• New client acquisition count
• Lead conversion rate
• Time to onboarding completion
• Customer satisfaction (CSAT) during onboarding
• Early-stage revenue or product adoption metrics
  
  

Why Join Wio?

• Competitive base salary + performance-based commissions
• Opportunities to grow in a high-impact Customer Success or Sales career path
• Access to continuous learning, training, and mentoring programs
• Work in a collaborative, forward-thinking environment focused on innovation
• Wellness benefits and support to help you thrive personally and professionally