Product Specialist and Customer Success SaaS

• Full Time
• On-Site Zürich or Remote EU/EFTA/GB
• Citizens of EU/EFTA/GB Only

Established in 2019 and headquartered in Switzerland, Rivero is a fast-growing European company and a Visa Fintech Partner specialising in streamlining payment operations within the highly regulated payments industry. We focus on offering unique SaaS solutions for fraud recovery, dispute management, and payment scheme compliance.

Rivero strives to stand as a front-runner in the industry, offering best-in-class SaaS solutions that combine innovation with deep expertise. We are looking for an ambitious and driven person to join us for the exciting phase ahead.

Kajo is a scheme compliance solution designed for scheme license holders. It provides customers with greater clarity on which scheme changes are relevant to them, helping them stay informed and avoid oversights.

Kajo streamlines the process of assessing the impact of these changes, enabling organisations to manage and organise internal efforts more efficiently. With built-in tools for tracking, collaboration, and reporting, Kajo provides a structured path to compliance.

In this role, you will join our Kajo Operations team as a product specialist for our Kajo scheme compliance solution. You will help onboard new customers and proactively engage with them afterwards, ensuring they maximise the value of using Kajo. Additionally, you will support the product team with requirements engineering and QA while collaborating with the Growth team on customer account expansion.

Key Responsibilities/Tasks:

• Build a strong understanding of how the Kajo product operates and how it is best used. Hold training sessions and educate users about how to use Kajo effectively.
• Proactively engage with our customers and help them to establish Kajo as a solution within their organisation and increase product adoption
• Analyse customer usage data to guide them on how to best make use of the tool to avoid churn and increase customer retention
• Support the product team in defining requirements for new features and improvements, both for the customer-facing application of Kajo and the internal user interface.
• Onboard new customers to the Kajo platform. Hold workshops and educate the customer on best setting up and using Kajo.

We value proactive individuals with broad areas of interest and a mindset for getting things done.

• A highly motivated self-starter with a positive, can-do attitude and the ability to take ownership and drive things ahead.
• You are resilient and can work well with multiple tasks and topics that are ongoing at the same time.
• You are competent in English. German and other languages are a plus.
• You are tech-savvy and well-versed in the use of digital tools.
• You are curious and eager to learn and grow.
• Experience in being a product specialist or customer success manger for a SaaS product preferebly in a B2B environment.
• Excellent communication and interpersonal skills, with the ability to collaborate proactively with cross-functional teams and communicate complex compliance matters to non-technical stakeholders and customers.
• You get to the bottom of customer challenges and help guide them towards higher product adoption and usage.
• You can formulate improvements and new feature ideas and turn these into business requirements for our product team.
• Experience in the schme based payment industry and how Issuers and Acquirers (Visa, Mastercard, Amex, JCP, Diners, Union Pay, etc.) operate is a plus

• Collaborative Workspace: Work from a historic building only two minutes from the Oerlikon station, with a park next door and great food/coffee options. Alternatively, great co-working spaces are available for employees in select locations.
• International Startup Culture: Work with a diverse team in a role with room to take ownership and growth opportunities as the company expands.
• Learn Continuously: Benefit from frequent academy sessions hosted by your peers on a variety of topics that help you both learn and grow.
• Social Events: Enjoy regular social events and bi-annual on-site company events in Zurich.
• Give Back to the Community: Enjoy five extra days beyond your annual holiday allowance to give back to society through volunteering or community work.
• Dog-Friendly Office: Bring your furry friends to the office!
• Flexible Tech Set-up: Choose your preferred hardware that best sets you up for success.
• Mobile Allowance: Receive an allowance to cover your mobile subscription costs.
• Ownership Opportunities: Participate in the company’s success through stock options.

At Rivero, we:

• Act with urgency, working in fast, iterative cycles to deliver meaningful results quickly. We take initiative and collaborate effectively to keep things moving forward.
• Strive for excellence, taking ownership of our work and delivering high-quality outcomes. We hold ourselves accountable, continuously improve, and aim to exceed expectations in all areas across the organisation.
• Embrace growth as both individuals and as a company. We are ambitious, open-minded, and focused on learning from every challenge.
• Follow an open-book management approach: We are fully transparent, sharing not only the information you need to do your job but also providing insights that help you understand how Rivero is doing as a whole. We want to ensure that everyone is equipped to make informed decisions and contribute to our overall success.

Interested?

We’d love to learn more about you! Please share a few lines about yourself and why you’re excited to join our team, along with your CV.