Customer Success Specialist

Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation. Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market.

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity. Our technology mirrors our people - Smart, Innovative & Forward Thinking: www.geidea.net

To maintain competitive advantage as we grow, we are currently looking for a new Customer Success Specialist:

Job purpose:

As a Customer Success Specialist at Geidea, you will be the key driver in ensuring the satisfaction and long-term success of geideas’ clients. Acting as the primary point of contact, you will oversee the entire customer lifecycle and ensuring a smooth experience by providing tailored onboarding, support, and guidance—driving retention, satisfaction, and operational efficiency.

Key accountabilities and decision ownership:

Client Journey Ownership:

• Oversee the entire client lifecycle, Assuring smooth Client onboarding and ensure smooth adoption for our platform and assure its meeting their business needs.

Client Advocacy and Feedback:

• Act as a client advocate by collecting and providing data-driven, insightful feedback to internal teams, ensuring the client’s needs are met and issues are addressed. Conduct regular check-ins and business reviews to showcase value and gather feedback.

Issue Resolution Management:

• Manage and resolve client requests, product bugs, client issues, Integrations and feature requests by coordinating with relevant teams and ensuring timely and satisfactory resolutions.

Onsite Visits and Actionable Feedback:

• Conduct regular onsite visits with clients to provide personalized support, address product concerns, gather feedback, and build strong relationship with customers.

Churn management:

• Monitor usage and engagement data to identify at-risk accounts and take action to reduce churn. Proactively manage a portfolio of accounts to drive customer retention and satisfaction and always act as the main point of contact for customers.

Cross/Up-Selling Opportunities:

• Identify and pursue upselling and expansion opportunities, such as premium features, additional branches, selling add Ons or integrations by understanding customer’s daily operations and being able to identify what will ease their daily activities.

Renewal and Offboarding:

• Manage contract renewals and collections, ensuring client retention, while also handling offboarding processes with a focus on collecting customer experience surveys and analysing results to identify root causes for offboarding.

Must Have Technical / Professional Qualifications:

• Bachelor’s degree in business, or a related field.
• 1–3 years of experience in Customer Success , Account Management , or Onboarding within a SaaS or FinTech environment preferably F&B Industry.
• Proven experience of customer success, account management, or a similar client-facing role, preferably in the SaaS industry.
• Strong understanding of POS systems and cloud-based technologies.
• Customer-focused mindset with a passion for delivering exceptional service.
• Excellent communication and relationship-building skills with a customer-first mindset
• Experience identifying and executing upsell or expansion opportunities within existing accounts
• Track record in reducing churn rates and driving customer retention.

Join our dynamic team as a Customer Success Specialist and contribute to our FinTech mission of releasing cutting-edge financial products into the market. Apply your project management skills, collaborate with cross-functional teams, and shape the future of the payments industry.

Our values guide how we think and act - They describe what we care about the most.

Customer first - It’s embedded in our design thinking and customer service approach.

Open - Openness allows us to constantly improve and evolve.

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking.

Resilient – If we fail, we bounce back stronger than before

Collaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.