Customer Success Lead (Remote)

Title: Founding Customer Success Lead

Location: Remote (One day per week in office in Santa Fe or Manacar, CDMX; potential to open a US office in San Antonio, Texas)

Position Type: Full-time

About Balam:

Balam is a leading fintech company revolutionizing cross-border payments in the America’s. We provide instant, reliable, and cost-effective remittance solutions, enabling seamless money transfers across the region for individuals and businesses.

Position Summary:

We are seeking an entrepreneurial, customer-centric Founding Customer Success Lead / Business Development professional to join our team. This is a unique opportunity to lead client onboarding, drive product adoption, and contribute to business development efforts. The ideal candidate will split their time as follows: 60% on new client onboarding and integration, 20% on deepening relationships with existing clients to increase product adoption and revenue, and 20% on bringing new clients to the company. You will play a key role in shaping client success processes, ensuring long-term retention, and contributing to revenue growth.

Responsibilities:

Client Onboarding (60%):

• Lead the onboarding of new clients, using a consultative approach to understand their use cases and accelerate their integration.
• Ensure smooth and efficient integration of Balam’s remittance solutions into client workflows, reducing time-to-value.
• Work closely with clients to understand their needs and customize solutions that drive success.

Client Success & Product Adoption (20%):

• Collaborate with existing clients to increase product usage and adoption, optimizing their experience and addressing any challenges.
• Drive revenue growth by upselling and expanding the use of Balam’s solutions within the current client base.
• Regularly track key performance indicators (KPIs) for client success and propose improvements.
• Maintain and deepen relationships with key clients, ensuring long-term satisfaction and retention.
• Act as the main point of contact for both new and existing clients, ensuring their needs are met promptly.

Business Development (20%):

• Assist in acquiring new clients by contributing to outbound sales efforts, primarily focusing on fintechs, digital banks, and enterprise banks across the Americas.
• Collaborate with the sales and marketing teams to enhance the outreach process and bring in high-potential leads.

Revenue and Growth Targets: Own and exceed revenue targets, with a focus on driving ARR (Annual Recurring Revenue) and client acquisition.

Qualifications:

• Experience: At least 4 years of experience in customer success, business development, or consulting, ideally in a fintech or SaaS environment.
• Onboarding Expertise: Proven experience in onboarding and integrating clients in a B2B context, with a consultative, client-first approach.
• Customer Success Skills: Strong ability to nurture client relationships, increase product adoption, and drive revenue through upselling and cross-selling.
• Sales Acumen: Experience with outbound sales or business development, particularly with fintechs, digital banks, and enterprise banks.
• Communication Skills: Excellent communication and presentation skills, with experience in client-facing roles.
• Problem-Solving: A solutions-oriented individual who can quickly understand client needs and provide tailored recommendations.
• Entrepreneurial Spirit: A scrappy, hands-on leader who takes ownership and drives results in a fast-paced environment.
• Results-Oriented: A proven track record of meeting or exceeding revenue targets, ideally with experience in managing ARR.

Compensation:

• Monthly base salary with the majority of compensation tied to performance.
• Equity stake in the company.
• Opportunity to grow into a leadership position, with the potential to open a US office in San Antonio, Texas.

Benefits:

• Flexible schedule with remote work and weekly in-office collaboration.
• Mentorship and career development opportunities.
• Performance bonuses tied to achieving revenue and growth targets.
• Equity in the company, giving you a stake in our success.
• Extra paid holidays and your birthday off.