Customer Success Leader

Who are we?

IPF Digital is a Financial Services company part IPF Group and trades as Creditea in México. We provide consumer loans, and our mission is to make life easier by offering simple and personalized financial solutions to everyday Mexicans.

Our organizational purpose is to build a better world through financial inclusion, and we see the role Customer Success Leader as being critical in shaping and persevering our organizational culture that is centred around our purpose.

At IPF Digital we are committed to promoting strategies that help us maintain a balance between our personal and work lives, where each of our employees feels motivated and is reflected in business results.

You'll join a highly engaged team ready to help you make your adaptation very easy and simple, and together achieve goals.

The role

The Customer Success Specialist role is part of the local Operations Team and will be responsible for managing the relationship with the merchants/partners of our Pay Later Business Line. He/she will provide all the support to external (B2B) and internal clients, performing various operational and administrative tasks that support the overall function of the Paylater business line. He/she will manage the relationship with the external clients (B2B) where the Pay Later solution is integrated.

The responsibilities

• Drive the end-to-end onboarding experience for new merchants, training, and support to ensure successful and timely implementation.

• Create and maintain Up-to-Date documentation related to Onboarding, features, and support processes.

• Serve as the primary point of contact (POC) for merchants and partners, building long-term, trust-based relationships.

• Conduct regular check-ins to gather feedback, share product updates, and identify opportunities for growth.

• Collaborate with internal teams (Finance, IT, Partnerships, CX, Business Support) to address merchant concerns efficiently.

• Act as the bridge between our Merchants and Product/Dev teams to solve complex technical problems.

• Proactively monitor customer satisfaction and take the initiative to improve the merchant’s experience. Champion the Voice of the Merchant to influence our product roadmap.

• Propose and implement process improvements to enhance the efficiency and scalability of customer success operations.

• Actively contribute to team meetings and strategy sessions, including regular collaboration with the Europa team (meetings conducted in English).

So, what skills, knowledge, and experience do you have?

Skills

• English, conversational level (high).

• Excellent Communication skills.

• Feedback Collection and Analysis.

• Technical Support.

• Strong organization skills.

• Change management / continues improvement.

• Understanding of the reconciliation process (financial processes).

• Ability to work in a fast-paced, result driven, and constantly evolving environment.

• Self-driven, accountable, and proactive.

• Comfortable working cross-functionally and independently.

• Knowledge in Excel.

Knowledge & Experience

• Customer Relationship Management.

• Processes management.

• Operational and financial processes within a B2B environment.

• CRM systems (e.g., Salesforce) and data management.

• Experience in Customer Success, Partner Management, or Project Management roles, preferably in B2B environments.

• Customer Feedback and Advocacy (Experience in gathering and analyzing customer feedback to identify opportunities for product improvement and enhanced customer satisfaction).

• Sales Force Proficiency.

• Worked within digital financial services (Desirable).

• Experience using Jira Software (Desirable).

• · Bachelor’s degree in: Administration, Industrial Engineer, Communications or similar.

 What we can offer you

• Work with the best team in a startup environment.

• Hybrid working model.

• Work Leave Permissions additional to the Law.

• Work Life Balance Program with different initiatives.

• Free Lunch once per week

• Various team building events throughout the year.

• Unlimited online Medical Attention, Psychological and Nutritional Advisory

• Self – care

Sounds good?

If your answer is yes, please send us your CV.

Only short – listed candidates will be contacted. All short – listed candidates will be invited to do an initial online screening as part of the recruitment process.

IPF Digital México is an Equal Opportunity Employer, and we value diversity and inclusion in the workplace. We seek to recruit, develop, and retain the most talented people from diverse cultures, perspectives, skill, and experiences within our workforce.

All employment will be based on merit, competence, performance, and business needs.