Customer Success Lead (SaaS)

About PactFi

Private asset markets (PE, Private Credit, VC, Real Estate) have 10x to 9.8T in AUM over the past decade and are projected to grow to $17T in the next five years. However, digital infrastructure has not kept pace, with most of the market operating predominantly in error-prone, internal-only software solutions.

PactFi provides secure, end-to-end, operational infrastructure for managing complex private credit transactions. Our web-based application brings together all parties involved in such a transaction to more efficiently allocate capital, complete KYC, share documents, manage funds flow, and more. The platform is secured to a bank-grade standard, and we have received our SOC 2 Type 2 attestation.

PactFi was developed in close partnership with two of the industry's largest players, both of whom represent the top 3 players in the private credit space by both size (AUM) and deal activity.

About The Role

We’re seeking a Customer Success Lead to join our growing team. This role is designed for someone who has built a strong foundation in client management and is ready to take ownership of onboarding, adoption, and long-term success for our clients.

Key Responsibilities

• Onboarding & Training: Guide new customers through setup and product education.
• Retention & Growth: Monitor account health, identify upsell opportunities, and reduce churn.
• Data Analysis: Track usage metrics, identify trends, and translate findings into actionable insights for product and account strategy.
• Feedback Loop: Gather customer feedback and collaborate with product teams.
• Manage support workflows end-to-end—triaging tickets, routing appropriately, and resolving Tier 1 issues—while maintaining clear SLAs.
• Cross-Functional Collaboration: Work closely with sales, support, and engineering teams.
  
  

Requirements

• 5-7 years in Customer Success, Account Management, or SaaS client-facing roles, preferably in the FinTech space
• Ready to deliver high-impact Customer Success performance, while owning client/account management.
• Tech-savvy. You’re eager to leverage automation, AI tools, and data insights to deepen client engagement efficiently
• Curious and consultative. You dig into data and feedback to uncover opportunities that improve both provider and patient outcomes
• Strong communication and problem-solving skills.
• Technical aptitude for SaaS platforms and integrations.
• A “startup-ready” mindset - entrepreneurial, adaptable, and comfortable in fast-paced environments.
• Exceptional communication, presentation, and relationship-building skills.
• Experience or familiarity with private credit markets is a plus
  
  

Preferred Skills

• Experience with CRM tools (Salesforce, HubSpot).
• Familiarity with API integrations and SaaS workflows.
• Analytical mindset for interpreting usage data.
  
  

What we offer

• Competitive salary + equity.
• Healthcare coverage.
• 401k
  
  

Compensation Range: $130K - $175K