Customer Success Executive

Nice to Meet You! We are Ascenda

Ascenda provides the rewards infrastructure for leading financial services brands across the world.

Our customers include the world’s largest banks, top tier card issuers and fintechs who utilise our rewards infrastructure to power their earn & burn rewards programs. These include American Express, CapitalOne, HSBC, Brex, Virgin Money, SMBC, ICBC, Bradesco, ANZ, HDFC and Top 10 financial services brands in many other countries.

With a best-in-class technology suite and the world’s broadest rewards content marketplace, we are the engine behind winning premium rewards propositions for financial services all around the globe.

Our customers are spread across continents, and we serve over 1 billion customers globally. No matter where you are in the world, you’ll recognize our footprint!

We believe that nothing should stand in the way of companies who strive to drive growth via compelling and effortless rewards propositions that their customers love.

Join us as a Customer Success Executive in Ascenda!

As part of the Customer Success Team, you will be responsible for building and maintaining strong relationships with our banking and fintech customers, ensuring their success and satisfaction with our loyalty platform. The ideal candidate is passionate about customer advocacy, proactive problem-solving, and driving value for our customers.

This includes onboarding, managing and growing the customer’s rewards program by developing loyalty strategy, managing the customer relationship, and delivering major loyalty initiatives.

Our team is dedicated to supporting our customers in effectively managing and expanding their rewards programs, as well as executing their loyalty and rewards campaign initiatives.

We are seeking a motivated individual who is enthusiastic about driving revenue growth and enhancing customer value for our banking and fintech customers. If you excel in a collaborative, fast-paced environment and are driven to succeed, we invite you to join our dynamic team.

Key Responsibilities

• Support Customer Success Manager in onboarding new clients onto our platform.

• Assist in identifying and implementing improvements to streamline the onboarding process.

• Coordinate campaign mechanics, backend configuration, mockups and approvals of marketing assets provided by clients

• Assist in communicating with clients regarding onboarding progress, timelines, and requirements.

• Conduct training sessions for clients to educate them on our products and services.

• Monitor client feedback during the onboarding process and collaborate with Customer Success Manager on addressing concerns.

• Collaborate with internal teams to develop action plans for client success and satisfaction.

• Assist in delivering new initiatives and technical upgrades for the clients by collaborating closely with Ascenda’s project, product and software engineering teams

• Conduct documentation updates for client information

• Perform industry research to support the Customer Success Team in providing insights and recommendations for clients' growth

• Perform other ad hoc job-related duties as assigned

• 1-3 years of customer success experience in SaaS/product-led organisations, with a plus in loyalty/banking/fintech industries.

• Strong self-starter with excellent communication skills, client facing experience is a plus

• Understanding of loyalty and CRM projects, with commercial, marketing, technical, and analytical acumen.

• Ability to navigate and work fluidly in a fast-paced, changing environment, with solid organisational and multitasking skills.

• Proactive mindset, willingness to take initiative and work independently.

• Professional English proficiency required; ability to speak a second language is a bonus.

What matters at Ascenda:

We are passionate, we keep things simple, we focus on results, we work together & we innovate!

We have a rewarding working place that provides a:

• High growth environment & exponential career development

• Mobile & flexible work environment

• Competitive compensation

• Travel perks & Employee rewards

• Diverse and friendly working culture