About PalWallet

PalWallet is a next-generation financial infrastructure platform helping businesses access modern payments, stablecoin settlement, embedded finance, multi-currency accounts, card issuing, and digital asset infrastructure through one unified ecosystem.

As we continue to scale internationally across payments, crypto infrastructure, embedded finance, and banking services, we are expanding our Customer Success team to support our growing client base and ensure a world-class customer experience across onboarding, relationship management, and long-term account growth.

Further to our continued success and expansion, we are now seeking an additional Customer Success Manager to join the business in Ramat Gan.

Role Overview

The Customer Success Manager will play a critical role in managing and developing relationships with new and existing clients across the PalWallet and PalPayments ecosystem.

You will act as a key point of contact for customers post-onboarding, ensuring clients receive a high level of service, operational support, strategic guidance, and commercial engagement throughout their lifecycle with the business.

This is a highly commercial and relationship-focused role requiring strong communication skills, operational awareness, and the ability to work closely with senior leadership, compliance, payments operations, product, onboarding, partnerships, and other internal departments.

The role reports directly into the C-Suite and will have visibility across multiple areas of the business, requiring a highly organised, commercially aware, and proactive individual who is comfortable operating in a fast-moving fintech environment.

The ideal candidate will have experience working within fintech, payments, banking, crypto, SaaS, or financial services environments and will understand the importance of delivering fast, professional, and solution-driven customer support in a regulated environment.

Key Responsibilities

• Manage and maintain relationships with assigned business customers and strategic accounts
• Act as the primary point of contact for customer queries, escalations, and ongoing account management
• Support customer onboarding and ensure smooth transition from sales to operational account management
• Work closely with compliance and onboarding teams to help clients navigate KYC/KYB and operational setup processes
• Coordinate internally with payments, product, finance, and technical teams to resolve customer issues efficiently
• Proactively identify opportunities to improve customer experience, retention, and account growth
• Monitor client activity, engagement, and satisfaction levels
• Conduct regular customer check-ins, reviews, and operational meetings
• Support commercial teams with upselling and cross-selling opportunities where appropriate
• Maintain accurate CRM records, account notes, and customer interaction history
• Assist with customer reporting, issue tracking, and internal escalation management
• Contribute to the development of customer success processes, SLAs, and operational workflows
• Represent the business professionally across calls, meetings, industry events, and client interactions
• Provide regular customer insight and operational feedback directly to senior management and the C-Suite

Requirements

• Previous experience in Customer Success, Account Management, Client Services, Relationship Management, or Operational Support
• Experience within fintech, payments, banking, crypto, SaaS, or regulated financial services is highly desirable
• Excellent communication and relationship-building skills
• Strong organisational and multitasking abilities
• Ability to manage multiple client relationships simultaneously
• Commercially aware with strong problem-solving capabilities
• Comfortable working within fast-moving operational environments
• Strong attention to detail and ability to coordinate across multiple departments
• Experience using CRM systems and customer support platforms
• Professional written and verbal English communication skills
• Hebrew language skills would be advantageous
• Additional languages would also be considered beneficial

Preferred Experience

• PSP, banking, acquiring, embedded finance, or crypto infrastructure experience
• Experience working with B2B clients and enterprise accounts
• Understanding of payment flows, settlements, cards, stablecoins, or financial operations
• Experience working within regulated or compliance-heavy environments
• Familiarity with onboarding, KYC/KYB, or operational support processes

What We Offer

• Opportunity to join a rapidly growing international fintech and payments business
• Exposure to next-generation financial infrastructure and digital asset products
• Direct exposure to senior leadership and strategic business operations
• Fast-paced and commercially driven environment
• Career progression opportunities within an expanding global organisation
• Collaborative international team culture
• Competitive salary package based on experience