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Customer Success Evangelist

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This position with Fidel is an opportunity to get intimately involved with the growth and vision of an early stage company. You will be responsible for Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (renewals, up-sell, etc.).


  • Become an Expert in Mastercard, Visa & AMEX transaction & onboarding processes
  • Lead new products & features to optimise customer experience around transactions & merchant onboarding
  • Monitor current Fidel locations, working to get successful responses for all locations on the database
  • Manage errors and or issues and bring about new processes & technical improvements to eradicate errors.
  • Customer support around non technical issues or queries.
  • Lead the setup & improvement of support for Fidel globally.
  • Increase knowledge & understanding using documentation & blogs for both internal and external stakeholders
  • Facilitate Webinars for support & dev team to talk about new features & best practices using the Fidel API
  • Work with Merchant sourcing team to cross sell offers and grow platform.
  • Have the mind of the customer using the API striving to make the process as seamless as possible

Project work

  • PSD2, Visa & Mastercard APIs, New Products, SKU data, Globalised Support, Pre-Payment POS integrations

Career progression

  • This is a brand new full time role within the company. A successful individual would be wanting to become a leader in this position to eventually train a team around them and then manage and lead a global team of related individuals. The individual would also play a central role in Customer Experience & Product design.


  • 2+ years relevant work experience in a customer success position. Experience with API’s is a bonus!
  • Ideally have the combination of tech and business knowledge, customer service experience in payment industry, with background of post-sale and sales experience
  • Strong empathy for customers and passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Technical curiosity and aptitude to learn and consult with customers about technical aspects of the product
  • Analytical and process-oriented mindset (identify trends, problems, and suggest solutions)
  • Enthusiastic with desire for continuous learning and improvement
  • Excellent written and verbal communication and presentation skills
  • Exceptionally proficient in MS Excel
  • Self Starter!


  • Ability to speak French or Japanese is considered an asset
  • You have a love for technology and marketing
  • You have an unstoppably upbeat attitude and love working with people
  • You have experience in, or want to work in a startup environment


Apply for this job

Or, know someone who would be a perfect fit? Let them know!


We offer more than just a salary. Working with us means you can enjoy the advantages of our corporate culture. We are a vibrant team of innovative young individuals who thrive in a friendly and fun atmosphere.

  • Fast track career

    Working in a startup, we can promise you to learn new skills extremely quickly, grow and develop faster than in other work environments.

  • Casual Friday

    Every Friday, we like to have a team lunch and chat about everything from the weather to the last Game of Thrones episode. We also have drinks together later in the day.

  • Beautiful Office

    Our HQ is located in Soho Square in central London. Whenever there's a ray of sunshine, you can have lunch outside. Break the stereotype and get a tan in London.

  • Drinks

    You enjoy sipping on a nice cuppa? So do we! Whatever the time, you can help yourself with coffee, tea or beer, whichever you prefer.

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