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