Senior Client Experience Manager

We're Osome - an international fintech startup making the lives of entrepreneurs easier. We help thousands of businesses kick admin, accounting and bookkeeping out of their day-to-day, so they can spend more time on what's important to them. We've developed a unique solution that combines SaaS with a human-in-the-loop approach to provide full-fledged services in real-time.

We're experiencing tremendous growth in both clients and team members. We have over 500 people in our global offices . We're looking for more bright minds who'd love to change the world by solving complex problems.

What you'll do

⭐ Report weekly to the Chief Customer Officer, providing updates on team performance, key metrics, and progress toward retention and renewal revenue goals.

⭐ Organize regular CX team meetings to align on retention strategies, address challenges, and share updates on ongoing initiatives.

⭐ Conduct performance reviews for regional and country leads, providing coaching, feedback, and development to enhance team performance.

⭐ Regularly analyze and report on renewal revenue data, tracking risks and opportunities to inform actionable strategies for retention and growth.

⭐ Monitor customer health and satisfaction metrics through CRM and analytics tools, identifying trends, risks, and opportunities to guide the team’s direction.

⭐ Manage escalations: Resolve complex customer cases promptly, while coaching the team to resolve issues empathetically and effectively.

⭐ Collaborate with Sales, Finance, and Marketing teams to ensure renewal revenue tracking aligns with company forecasts and objectives.

⭐ Develop and implement proactive strategies to mitigate churn, leveraging predictive analytics and customer feedback.

⭐ Oversee recruitment, onboarding, and training of team members to ensure excellence in execution and customer impact.

⭐ Ensure the documentation of processes and workflows, maintaining clarity and scalability across CX operations.

⭐ Actively contribute to product development initiatives, ensuring customer insights influence the roadmap and deliver measurable value.

⭐ Disseminate updates and progress on initiatives to the team, ensuring alignment and coordination across regions.

Who you are

⭐ Bachelor’s degree in Business Administration, Marketing, Psychology, Communications, or a related field

⭐ 5–7+ years of experience in customer success, customer experience, or a related field, with a proven track record of retention and renewal revenue management.

⭐ Expertise in CRM platforms (e.g., Salesforce, HubSpot) and data analytics tools (e.g., Tableau, Looker, Power BI), with the ability to interpret data and translate it into actionable strategies.

⭐ Demonstrated ability to improve customer satisfaction metrics (e.g., NPS, CES) and reduce churn through strategic CX initiatives.

⭐ Experience managing global, cross-functional teams, with a strong focus on execution and measurable outcomes.

⭐ Proven success in leading initiatives that align CX strategies with company financial goals.

Osome grows alongside you, but we already have a few perks:

⭐ Competitive salary ⭐ Multi-cultural environment to enhance your global perspective. ⭐ Learning opportunities and mentorship from peers and leaders, including a yearly continuous professional development budget ⭐ Mental Health Leaves

⭐ Flexible working arrangement; Hybrid working arrangement

Equal Opportunity Statement

At OSOME, creating a culture where individuals of all backgrounds feel comfortable really matters.

Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. We want to ensure that we represent the diversity of talent in the society we live in today.

If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.