Customer Success Manager

Position Summary

The incumbent will be responsible for managing and growing the Banking Cards business across neighboring international markets. The role is primarily focused on customer success, account management, and end-to-end execution of customer projects and orders. Acting as the primary interface between customers, partners and internal teams, the individual will ensure seamless delivery, high customer satisfaction and sustainable account growth.

Approximately 70% of the role involves farming and managing existing and partner-led accounts, while 30% involves developing new business opportunities.

Key Responsibilities

Customer Success & Account Management

• Serve as the single point of contact for assigned customers, partners, banks and fintechs.
• Build long-term customer relationships and drive customer satisfaction, retention and account growth.
• Conduct regular business reviews and proactively manage customer expectations and escalations.
• Identify opportunities for cross-selling and introducing new payment card solutions.

Order & Project Execution

• Own the customer lifecycle from enquiry to final delivery.
• Manage sample orders, trial orders and live production orders with timely execution and communication.
• Coordinate artwork approvals, technical requirements, production planning and delivery milestones.
• Provide regular order updates and ensure adherence to committed timelines.

Cross-Functional Coordination

• Act as the bridge between customers and internal teams including Operations, Production Planning, Supply Chain, Procurement, Quality, Logistics, Finance and Design.
• Drive alignment across functions to ensure smooth execution and issue resolution.
• Escalate risks proactively and lead corrective actions to avoid delays or service disruptions.

Business Development & Partner Management

• Support business growth through partner-led opportunities and strategic account expansion.
• Work closely with channel partners to convert opportunities into orders.
• Prepare presentations, proposals, commercial offers and solution recommendations.
• Support selective new customer acquisition initiatives in the assigned markets.

Pipeline & Commercial Management

• Maintain visibility of opportunities, quotations, tenders and order pipelines.
• Monitor forecasts and ensure timely submissions of proposals and customer requirements.
• Provide periodic business updates, pipeline reviews and market insights.

Experience

• 3–7 years of experience in Banking Card Manufacturing, Payment Solutions or Banking Technology.
• Experience managing banks, fintechs, payment processors or card personalisation projects.
• Exposure to international business or export markets is preferred.

Travel Requirement: Regular international travel across Bangladesh, Sri Lanka, Nepal, Maldives and Myanmar as required.