Customer Success & Growth Lead

Aleta is looking for a customer-centric, highly driven Customer Success & Growth Lead to own the end-to-end customer experience — from onboarding through to ongoing engagement, servicing, and cross-sell. Sitting at the intersection of Product, Operations, and Clients, this role is as much about relationship management as it is about spotting process gaps and driving fixes that make the customer journey smoother.

This is a hands-on leadership role: you will manage a small team of Customer Success & Growth Officers while remaining close to the day-to-day of customer engagement. You will also set the vision and plan for how Aleta uses AI to serve customers better, and equip your team to make the most of it as the business scales.

What You’ll Do

About the Role

Aleta is looking for a customer-centric, highly driven Customer Success & Growth Lead to own the end-to-end customer experience — from onboarding through to ongoing engagement, servicing, and cross-sell. Sitting at the intersection of Product, Operations, and Clients, this role is as much about relationship management as it is about spotting process gaps and driving fixes that make the customer journey smoother.

This is a hands-on leadership role: you will manage a small team of Customer Success & Growth Officers while remaining close to the day-to-day of customer engagement. You will also set the vision and plan for how Aleta uses AI to serve customers better, and equip your team to make the most of it as the business scales.

What You’ll Do

• Own the customer lifecycle — onboarding, activation, engagement, servicing, and retention — ensuring a consistently high-quality experience at every touchpoint
• Spot and act on cross-sell opportunities as they arise naturally through customer interactions (this is not a sales-target-driven role)
• Manage customer servicing across Aleta’s channels — the in-app AI-enabled chat and escalations — ensuring queries and issues are resolved promptly and accurately
• Proactively work with Product/Tech to enhance the AI-enabled chat’s ability to handle customer queries, with the goal of maximising customer self-service and reducing the volume of issues that require escalation to a Customer Success Officer
• Define and own the vision and roadmap for adopting AI across the customer journey: identify where AI can improve speed, accuracy, and personalisation, build the business case, and prioritise use cases with Product/Tech so service capacity scales with growth without headcount growing at the same rate
• Enable the team to work effectively alongside AI by introducing tools such as agent‑assist, knowledge‑base search, and automated QA or summarisation, backed by the training, playbooks, and adoption habits that make them stick
• Ensure AI is used responsibly, with appropriate human oversight, data privacy, and controls aligned with Aleta’s compliance and risk requirements
• Act as the voice of the customer internally, feeding insights back to influence roadmap priorities and service design
• Proactively identify process gaps, bottlenecks, and inefficiencies across onboarding, servicing, and support workflows, and propose/implement improvements
• Lead, coach, and manage a small team of Customer Success & Growth Officers, setting priorities and ensuring consistent service quality, and enabling the team to resolve queries independently wherever possible
• Track and report on customer success metrics (e.g. onboarding TAT, engagement, retention, escalation volume, CSAT, AI chat containment rate, cost-to-serve) and use data to drive continuous improvement
• Partner cross‑functionally with Product, Operations, Compliance, and Risk to ensure customer needs are reflected in policies, processes, and product development
• Ensure servicing and onboarding practices remain compliant with relevant regulatory requirements

What We’re Looking For

• 5+ years’ experience in customer onboarding, customer engagement/success, and customer servicing
• A customer-centric mindset with genuine energy for solving customer problems
• A go-getter — self-motivated, proactive, and comfortable operating with a degree of ambiguity in a fast-moving environment
• Strong analytical and problem‑solving skills, with a track record of identifying process gaps and driving practical improvements
• Prior experience managing or mentoring a team, or clear readiness to step into a team lead role
• Comfortable working in a digital-first servicing model
• Genuine enthusiasm for technology, with hands‑on experience adopting AI tools (e.g. AI chat, agent‑assist, generative AI) and a track record of driving adoption across a team
• Ability to turn a vision into a practical plan: scoping use cases, writing clear requirements for Product/Tech, and measuring impact after launch
• Excellent written communication skills, given the reliance on email and chat‑based customer interactions
• Comfortable working with data and metrics to inform decisions and report on outcomes
• Strong cross‑functional stakeholder management, with experience influencing teams you don’t directly manage

Nice to Have

• Experience in financial solutions — payments, cards, or remittance
• Prior experience working in a regulated financial services environment
• Experience with CRM or customer success tooling, or conversational AI and service automation platforms

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