Customer Success Executive

We are seeking a Customer Success Executive specializing in client onboarding to join a leading fintech firm based in Karachi. This onsite role involves guiding newly signed-up businesses through the onboarding process for a B2B remittance payment service. The ideal candidate will manage the end-to-end Know Your Business (KYB) verification, assist clients with document submission, account approval, and their initial transactions. Working closely with sales, compliance, and support teams, this position ensures a smooth and positive customer experience from signup through go-live.

Key Responsibilities
- Demonstrate a technical understanding of cross-border payment platforms to effectively support clients.
- Promptly engage new sign-ups received from the sales team and initiate onboarding communication.
- Guide customers through onboarding steps, timelines, and required documentation to complete business verification (KYB).
- Collect, verify, and review business documents such as registration certificates, ownership details, and identification to finalize registration.
- Maintain regular follow-up with clients to resolve missing or incorrect information, ensuring timely submission.
- Stay informed about the fintech platform’s features and competitors to provide relevant demos tailored to client needs.
- Collaborate with the compliance team to address queries and facilitate account approvals.
- Seamlessly transition fully onboarded clients to support or account management teams.
- Conduct post-onboarding check-ins to confirm clients are confident using the product.
- Collect and relay client feedback to improve onboarding processes and product offerings.
- Maintain accurate and up-to-date client records, documents, and progress within the CRM system.
- Achieve onboarding targets related to turnaround time and completion rates.
- Provide regular onboarding status updates and reports to management.
- Handle all client data with strict confidentiality and professionalism.
- Track onboarding progress until the client completes their first transaction.

Required Qualifications
- Bachelor’s degree from a recognized institution.
- Minimum of 2 years’ experience in fintech, client onboarding, KYC/KYB, customer success, or related roles.
- Excellent written and spoken English skills suitable for an international customer-facing position.
- Strong organizational and time management abilities to manage multiple onboarding processes simultaneously.
- High level of professionalism and discretion when handling sensitive client information.
- Proficiency with Google Workspace, WhatsApp, and Google Chat for communication and collaboration.
- Experience using CRM systems and dashboards to manage client data and workflow.

Preferred Qualifications and Additional Information
- Familiarity with KYB and Anti-Money Laundering (AML) processes is highly advantageous.
- Previous experience in fintech, banking, or payment industries will be considered a plus.
- The role is based onsite at Clifton Block 9, Karachi, operating Monday to Friday from 9 AM to 6 PM.
- Compensation includes a market-competitive salary plus commission incentives.

This opportunity is offered through HR Ways, a globally recognized technical recruitment firm supporting over 300 employers worldwide, including major SaaS companies and innovative startups. The firm has a presence in multiple countries and specializes in connecting top IT talent with leading organizations.

Work Location: Onsite – Karachi, Pakistan