{"id":2901807,"url":"https://alion.io/job/paytech-nexus-loyalty-program-manager-customer-success-manager","title":"Loyalty Program Manager/ Customer Success Manager","company":{"id":4433588,"name":"PayTech Nexus","domain":"paytechnexus.com","url":"https://alion.io/company/paytech-nexus","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Kuwait City, Kuwait"],"countries":["KW"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":81000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6904},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-20T06:40:57Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-29T03:31:20Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Job Title: Loyalty Program Manager/ Customer Success Manager\nTerm: 12 months\nLocation: Kuwait City\nDivision: Cards & Payments (Retail)\nReports to: Head of Product/ Head of Loyalty\nRelevant experience:\n5-8 years in customer success for software platforms\nExperience with loyalty platforms customer engagement programs\nMandatory requirements:\nExperience with loyalty program design and optimization\nImmediately Available\nFamiliarity/hands on with tools loyalty platform\nPurpose of the Project:\nThe purpose of this engagement is to deploy a Loyalty Program Manager / Customer Success Manager who will act as a strategic advisor and trusted partner to the client, ensuring they achieve measurable business outcomes through their loyalty and customer engagement platform. The role will drive platform adoption, deliver tangible value, and foster long-term relationships that result in improved customer engagement, retention, and growth. The Loyalty Program Manager / CSM will also serve as the connecting link between client stakeholders and internal teams, bringing together marketing, CRM, loyalty, analytics, and operations to ensure that expectations, SLAs, and strategic objectives are consistently met.\nCore Responsibilities and Accountabilities\nDrive Adoption & Value\nEvangelize the loyalty and customer engagement platform with client stakeholders.\nMonitor platform usage, performance and customer behavior, and proactively recommend strategies to improve engagement, retention, and ROI.\nRelationship Management\nServe as the primary point of contact for assigned accounts.\nBuild trusted, long-term relationships with stakeholders across Marketing, CRM, Loyalty, and Executive teams.\nStrategic Guidance\nProvide best practices, playbooks, and use cases for loyalty program success, grounded in data and leading market standards.\nTranslate data-driven insights into clear recommendations for the clients loyalty and customer engagement strategy.\nProgram Governance\nLead and coordinate regular business reviews (e.g., QBRs) and status updates via calls, presentations, and onsite meetings.\nAlign and coordinate internal resources (e.g., product, analytics, operations) to meet client objectives and SLAs.\nGrowth & Retention\nIdentify opportunities for account expansion and cross-sell Mastercard solutions where appropriate.\nDrive renewal readiness, ensuring high levels of customer satisfaction and relationship health.\nInternal Collaboration & Alignment\nWork closely with internal product, analytics, and operations teams to address client feedback and prioritize roadmap items that enhance program performance.\nEnsure that client requirements and outcomes are clearly documented and communicated internally.\nKPIs\nAchievement of client-defined KPIs tied to engagement and retention on the loyalty / customer engagement platform\nRenewal targets met or exceeded across assigned accounts\nIncremental value generated from existing accounts (e.g., upsell, cross-sell, increased platform usage)\nMeasured client satisfaction and relationship health (e.g., survey feedback, stakeholder input)\nAdherence to SLAs and timely completion of agreed deliverables and governance forums (e.g., QBRs, status updates)\n\nKnowledge and Experience\n5-8 years in customer success, account management, or consulting for enterprise SaaS solutions\nExperience working on loyalty, CRM, marketing or customer engagement programs\nStrong exposure to commercial models and the ability to connect program performance to business outcomes\nProven track record in driving client adoption of platforms or SaaS solutions and delivering measurable business value\nExperience managing multiple client stakeholders (including Marketing, CRM, Loyalty and Executive teams)\nFamiliarity with marketing technology or fintech ecosystems, including APIs, integrations, CRM, customer engagement and loyalty solutions, analytics tools, and customer data platforms\nHigh comfort in working with analytics dashboards, interpreting data, and turning insights into concrete actions and recommendations\nMandatory Skills**\nStrong commercial acumen and ability to link loyalty program performance to financial and strategic outcomes\nAdvanced analytical and problem-solving skills (both quantitative and qualitative)\nExcellent written and verbal communication, including the ability to prepare and deliver compelling presentations\nStrong stakeholder management and relationship-building skills across senior and cross-functional teams\nAbility to manage multiple priorities, projects, and stakeholders in a fast-paced environment\nCross-functional leadership skills to align product, analytics, and operations around client objectives\nHigh level of organization, discipline, and follow-through for governance, QBRs, and action tracking\nEmpathy, active listening and a customer-centric 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