Customer Success Manager

Newrails is building regulated, token-native payments infrastructure across Europe, combining an EMI, CASP and a MiCA-compliant Euro stablecoin.

We’re building ashared service centre from scratch— and we’re looking for someone who’s done this before (or is itching to). This isnota polished, steady-state “account management” role.

It is a hands-on, sleeves-rolled-up role for someone who can operate in startup mode, build structure where none exists, and still deliver great outcomes for customers in aregulated payments environment.

You’ll work closely with the COO todesign, build and scaleour Customer Success & Case Management function across regulated entities (EMI / payments / crypto-adjacent) — and play a key role in shaping how customers experience our product from day one.

If you’ve taken something fromzero to one, enjoy ambiguity, and are comfortable being both player and builder — keep reading.

• Help design and stand up the shared service centre: tooling, workflows, case management, escalation paths.
• Choose and implement best-practice case management tools.
• Hire, coach and scale a small but high-quality support team as volume grows.

• Partner with Business Development on onboarding and early-life success for key customers.
• Act as the primary escalation point for complex or sensitive issues.
• Build trusted, long-term relationships with customers operating in regulated environments.
• Oversee customer onboarding end-to-end (timelines, deliverables, regulatory touchpoints).
• Coordinate across product, tech, compliance and ops to get things done.
• Ensure customers remain compliant with EU / UK regulatory requirements.

• Work closely with product and engineering teams to continuously improve the customer onboarding journey and product UX.
• Identify friction points in onboarding, KYC, account setup and early usage — and drive practical improvements.
• Translate real customer pain points into clear product and UX requirements.
• Help ensure compliance is embedded into the user journey without unnecessary friction.

• Own customer cases, complaints and escalations from start to finish.
• Apply strong judgement in a regulated EMI / payments context.
• Translate regulation (PSD2, AML/KYC, etc.) into practical guidance for customers.
• Act as a calm, credible voice when things go wrong.

• Track service metrics, SLAs and KPIs — and improve them.
• Identify bottlenecks, fix broken processes, and simplify wherever possible.
• Build a culture of continuous improvement (not “that’s how we’ve always done it”).

• 5+ yearsin Customer Success, Account Management or Customer Operations
• 2–3+ yearsin aregulated financial services environment(EMI, Payments, PSP, Fintech, Crypto-adjacent)
• Strong understanding ofEU / UK regulation(PSD2, AML, KYC, complaints handling)
• Experience working cross-functionally withproduct and engineering teams
• Hands-on experience withcase management, escalations and customer complaints
• Comfortable operating instartup mode— ambiguity, pace, imperfect information
• Clear communicator who can handle customers, regulators and internal teams with equal confidence

• You’ve helped build a support or success function from the ground up
• You enjoy improving product UX based on real customer behaviour
• You’re happy being “in the weeds” while also thinking structurally
• You care about customers and understand regulation isn’t optional
• You want ownership, not a narrow job description

If you want to build something meaningful — not just manage tickets — we’d love to talk.

• Competitive salary and ESOP participation. xcfaprz
• Remote-friendly
• Direct exposure to MiCA, digital euro, and next-generation stablecoin initiatives.