Customer Success Representative - B2B SaaS (RegTech)

About Us

We are hiring on behalf of one of our clients, a fast-growing RegTech SaaS company serving enterprise customers across banking, fintech, gaming, and compliance industries worldwide. Their solutions address mission-critical regulatory and compliance challenges, and providing an exceptional customer experience is at the heart of their growth strategy.

Role Overview

The Customer Success Executive will be the primary point of contact for clients post-onboarding, ensuring they achieve maximum value from the SaaS platform. You will build strong relationships with customers, proactively manage accounts, address challenges, and identify opportunities for growth and retention. This role requires strong communication skills, problem-solving abilities, and a customer-first mindset in a fast-paced SaaS environment.

Key Responsibilities

• Act as a trusted advisor and main point of contact for assigned customer accounts.
• Ensure successful onboarding and adoption of the SaaS platform by enterprise clients.
• Proactively monitor customer health, usage trends, and satisfaction levels to prevent churn.
• Collaborate with product and technical support teams to resolve client issues quickly.
• Conduct regular business reviews with customers, sharing insights and best practices.
• Identify upsell and cross-sell opportunities in collaboration with the sales team.
• Maintain accurate records of customer interactions, feedback, and account status in CRM tools.
• Advocate for the customer internally, providing feedback to product and engineering teams.
• Contribute to the creation of customer resources such as FAQs, tutorials, and knowledge base articles.

Requirements

• Bachelor’s degree in Business, Marketing, IT, or a related field.
• 1–3 years of experience in customer success, account management, or client-facing roles (preferably in SaaS or tech industry).
• Strong understanding of B2B SaaS business models and customer lifecycles .
• Excellent communication, interpersonal, and presentation skills.
• Problem-solving mindset with the ability to handle escalations effectively.
• Experience using CRM or customer success tools (HubSpot, etc.).

Preferred Skills

• Exposure to RegTech, fintech, or compliance-focused solutions .
• Familiarity with SaaS metrics like churn, NRR, adoption rate, and customer health score .
• Ability to work cross-functionally with sales, support, and product teams.
• Strong organizational skills with the ability to manage multiple accounts simultaneously.