Head of Customer Success

NOVA Finance is looking for an experienced and customer-focused Head of Customer Success to join its growing team in Lahore. The role will lead corporate customer success for the company's Earned Wage Access (EWA) solution and build strong, long-term relationships with corporate clients and key stakeholders. The successful candidate will oversee customer onboarding and adoption, drive engagement and retention, understand client needs, and ensure a consistently strong customer experience across NOVA Finance's growing portfolio of financial products and services. The role requires close collaboration with corporate clients, internal teams, and key stakeholders to resolve issues, identify opportunities for improvement, and support the expansion of customer success initiatives.

Key Responsibilities

• Lead corporate customer success for the company's Earned Wage Access (EWA) solution.
• Build and maintain strong relationships with corporate clients and key stakeholders.
• Manage customer onboarding, implementation, adoption, and ongoing engagement.
• Develop strategies to improve customer satisfaction, retention, and product adoption.
• Understand customer requirements and coordinate with internal teams to address issues and deliver solutions.
• Monitor customer health, identify risks, and proactively resolve potential challenges.
• Support customer success initiatives across new and existing financial products and services.
• Develop strong partnerships with HR, payroll, finance, and other relevant client stakeholders.
• Gather customer feedback and translate insights into product and service improvements.
• Contribute to the growth and expansion of NOVA Finance's corporate customer base.

Requirements

• 5+ years of experience in Customer Success, Client Success, Relationship Management, Account Management, or a related field.
• Experience in fintech, payroll, Earned Wage Access (EWA), financial services, or financial wellness is preferred.
• Excellent communication and interpersonal skills.
• Strong relationship-building and stakeholder-management capabilities.
• Strong commercial and problem-solving mindset.
• Ability to manage multiple corporate accounts and priorities effectively.
• Strong leadership, negotiation, and presentation skills.