About the Client

Our client is a fast-growing fintech company providing international payment solutions. With a distributed team and ambitious growth plans, they are focused on building a world-class Customer Success function to ensure clients receive seamless support, maximize value, and remain engaged long-term. To achieve this, they are hiring a Head of Customer Success to lead the client experience strategy.

Role Overview

As Head of Customer Success, you will own the end-to-end client journey post-onboarding, from proactive support and account management to retention strategies and upsell initiatives. This is a strategic leadership role, responsible for designing scalable processes, aligning cross-functional teams, and ensuring measurable client satisfaction and growth metrics.

Key Responsibilities

• Lead and scale the Customer Success function to support a growing international client base.

• Develop and implement strategies to improve client satisfaction, retention, and engagement.

• Establish SLAs, KPIs, and accountability frameworks to monitor team performance.

• Collaborate with Onboarding, Product, Sales, and Risk teams to ensure seamless client experience.

• Identify process gaps and implement improvements in account management and support workflows.

• Build scalable processes for issue resolution, upsell, and renewal management.

• Use data-driven insights to optimize customer lifecycle and inform product or service enhancements.

• Coach and develop a high-performing Customer Success team.

Requirements

• 5+ years in Customer Success or client operations, ideally in fintech or payments.

• Proven experience building or restructuring customer-facing teams and processes.

• Strong understanding of client lifecycle management, retention, and growth strategies.

• Analytical mindset with experience tracking metrics and KPIs for measurable impact.

• Hands-on execution capability with strong leadership skills.

• Service-oriented mindset with a focus on client satisfaction and operational excellence.

Key Soft Skills

• Strategic thinking with ability to execute operationally.

• Leadership and team development experience.

• Problem-solving and adaptability in fast-growing environments.

• Excellent communication and stakeholder management.

• Data-driven approach to decision-making.

Benefits

• Competitive compensation with growth opportunities.

• Strategic leadership role with direct impact on client experience.

• Remote-friendly setup with international team collaboration.

• Opportunity to build and own a core customer success function.

• Dynamic fintech environment with ambitious expansion plans.

Hiring Process

1. Introductory call with recruiter

2. Interview with COO

3. Final round with leadership team

Apply now and shape the future of customer success in a global fintech!