Customer Success Manager

Mortgage Brokerage SaaS Platform – Lisbon, Lisbon (Hybrid)At Finsolutia, we are seeking a Customer Success Manager (CSM) for the Portuguese Market to help our rapidly growing mortgage brokers portfolio maximize the value of our specialized platform. This role will play a key part in solidifying our position as technological experts in the mortgage lending journey.As a foundational member of this new business unit, you will have the autonomy to build and lead your team, define key processes, and contribute to shaping a dynamic and innovative division within the company.A great CSM is a combination of a trusted advisor, product expert, and proactive problem solver dedicated to helping customers succeed.Ready to come aboard? We are committed to nurturing talent, fostering a vibrant company culture, and sharing our vision of how we can improve the journey of mortgage lending for organizations worldwide.What’s your role in this journey?

• Customer Onboarding: lead onboarding for new enterprise customers (mortgage brokerage companies), ensuring a seamless introduction to the platform.
• Product Adoption: ensure and provide the right training and support to accelerate value realisation through product adoption, by involving the right expert resources when needed.
• Collaborative Problem Solving: partner with internal teams (Product, Revenue, Conversion) to solve complex customer challenges.
• Proactive Customer Engagement: anticipate customer needs by actively identifying potential challenges, understand roadblocks and recommend solutions. Act as the customer’s key point of contact with Finsolutia and foster regular, meaningful interactions to enhance customer satisfaction, drive continuous improvement based on customer needs, and build long-term relationships.
• Renewals & Retention: Drive high customer retention and renewal rates by ensuring clients see ongoing value. Work closely with conversion teams to identify upsell and cross-sell opportunities. Lead efforts in contract renewals and negotiations
• Performance Tracking & Reporting: Use data to provide actionable insights and track performance against KPIs. Present detailed reports and strategic recommendations to key client stakeholders
• Team Management: as a key member of the early team, you will be responsible for hiring, training, and supporting the customer success teams for both the Portuguese and Spanish markets.
• Automation: Implement best practices that seamlessly integrate automation, robotics (e.g., chatbots), and personalized customer service to deliver an optimal customer experience.

What do we expect from you?

• Fluency in Portuguese (PT), at native level.
• Business savvy with consultative, problem solving, and issue resolution skills
• Super organised, quick learner who works well under pressure.
• Strong communication skills, both verbal and written, with an ability to articulate complex concepts to both technical and non-technical audiences
• Minimum 3+ years of experience in Customer Success, Account Management, or a related role, with a focus on enterprise clients, preferably in the Fintech, Proptech or SaaS space.
• Previous experience in creating or leading small teams.
• Proficient in leveraging and implementing customer service or project management platforms like Intercom, Zendesk, Freshworks, ServiceNow, Azure DevOps, or similar solutions.

What Are Your Bonus Points

• Fluency in Spanish, verbal and written.
• You have been part of the construction of a Business Unit/team (almost) from scratch.
• Have some familiarity with mortgage, consumer or automotive credit solutions and their legal framework, from the lenders point of view.
• You have experience working on a vertical Saas platform with links to marketplaces, data providers, payment gateways or banks
• Some experience or know-how (as user) of issue-tracking platforms such as Jira, Github or similar
• Some experience in integrating chatbots such as Tawk.io, Tidio, LiveChat, Freshchat, and others to enhance customer support and engagement.

Benefits For YouOur 17-year journey is marked by growth and success, achieved through the dedicated effort of our people and the benefits we provide:

• High growth, multicultural and friendly environment.
• Work-life balance: we make work flexible, but we hold everyone accountable for the results and the work they do.
• Extra days: your birthday is meant to be spent with family and friends.
• Continuous training and learning based on your needs
• Health insurance, life insurance, curative medicine and an annual vaccination programme.
• Daily breakfast in the office and organic fruit
• Free caffeine and theine
• Parties and corporate events
• Access to various discounts and protocols

About UsFinsolutia established in the world of credit servicing and has since evolved into a leader in mortgage technology, transforming the way mortgage ecosystems are managed.Headquartered in Madrid and Lisbon, our team of over 400 highly skilled professionals combines deep expertise with cutting-edge, AI-driven technology to deliver tailored, end-to-end mortgage solutions.We empower organizations of any size with innovative technology and specialized business expertise to streamline mortgage loan processes, unlocking efficiency and fueling growth through leading technical solutions powered by artificial intelligence.Know more about Finsolutia here: https://www.finsolutia.com/We Hereby Inform You That The Personal Data Collected Through This Means Is Solely And Exclusively Intended For The Management Of The Recruitment Process In Question And Will Be Processed And Stored By Finsolutia, S.A., Or Another Company Within The Group, In Accordance With Regulation (EU) 2016/679 Of 27 April 2016 On Personal Data Protection For a Period Of 5 Years, After Which It Will Be Permanently Deleted. We Further Inform You That The Data Subject Will Have Free Access To Their Personal Data And May Request Its Update, Rectification, Or Deletion By Simply Sending Us a Written Request ToData Protection Officerdpo@finsolutia.com