Customer Success Specialist
At a glance
Mid-level Customer Success role at ProgressSoft. Amman.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage client relationships and build success plans that increase adoption and satisfaction
- Track usage signals, spot retention or expansion risks, and act before customer issues grow
- Create a repeatable process for gathering feedback and closing service gaps
- Coordinate with Product, Engineering, Support, Business Development, and Marketing on fixes and renewals
- Run client reviews, represent customer priorities internally, and develop references and testimonials
What you bring
- Bring three to five years in customer success, account management, or client services
- Have software experience serving financial institutions, including payments, core banking, or digital banking
- Understand banking operations, payment systems, and the regulatory settings around them
- Communicate and present effectively with senior stakeholders while managing several accounts
Who this fits
This role suits a mid-level customer success professional who understands financial banking and payment solutions and can turn client needs into adoption, renewals, and growth opportunities. You’ll work onsite in Amman, Jordan, coordinating across several internal teams and managing assigned accounts.
From the employer
We are looking to hire a Mid-Level Customer Success Specialist to serve as the primary advocate for our clients, ensuring their needs are met and they gain maximum value from our solutions. You will drive product adoption, maintain strong customer relationships, and act as the voice of the customer internally. Your expertise in financial banking and payment solutions will support account growth, renewals, and upsell opportunities.
Responsibilities
- Build and maintain strong relationships with assigned clients.
- Develop and execute customer success plans to drive product adoption and satisfaction.
- Design and implement a standardized framework for collecting and acting on client feedback to continuously refine the customer experience.
- Monitor usage metrics and proactively address risks to retention or expansion.
- Serve as the primary point of contact for addressing client feedback and potential service gaps.
- Collaborate with Product, Engineering, Support, Business Development, and Marketing teams to resolve issues, deliver enhancements, and support renewals.
- Conduct regular business reviews and strategic check-ins with clients, in alignment with Business Development members.
- Advocate for customer needs and feedback in internal roadmap discussions.
- Identify reference customers, gather testimonials, and support customer engagement activities such as webinars or user groups.
- Apply empathy, active listening, and relationship-building skills to foster long-term partnerships.
Requirements
- 3–5 years of experience in customer success, account management, or client services.
- Prior experience in a software company serving financial institutions (payments, core banking, digital banking, etc.).
- Strong understanding of banking operations, payment systems, and regulatory environments.
- Excellent communication and presentation skills, especially with senior stakeholders.
- Ability to manage multiple accounts and prioritize effectively.
- Problem-solving mindset with a proactive approach to customer engagement.
Preferred Qualifications
- Experience working with central banks or large-scale financial institutions.
- Familiarity with ISO payments industry standards.
- Technical aptitude to understand APIs, integrations, and software workflows.
- Experience with CRM systems and analytics dashboards.
- Familiarity with customer success metrics such as NPS, CSAT, retention rate, and product adoption indicators.
- Exposure to customer health scoring and lifecycle planning.
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