As the Head of Customer Success, you will build and lead the team responsible for delivering exceptional post-sale experiences to our merchants. Your mission is to maximize customer lifetime value by ensuring every client achieves measurable success using our FinTech solutions. You will own onboarding, adoption, retention, and advocacy.

Key Responsibilities

1. Customer Journey & Experience

  • Own the full customer success lifecycle — from onboarding and activation to value realization, renewal, and expansion.
  • Define and track key metrics including Time to Value (TTV), churn, and Net Promoter Score (NPS) across various customer segments.
  • Create scalable onboarding and lifecycle management playbooks.
  • Collaborate with Sales & Growth teams to ensure a seamless handoff of new merchants.

2. Team Leadership

  • Build and lead a high-performing team of Customer Success Managers, Onboarding Specialists, and Engagement Leads.
  • Establish clear KPIs and performance benchmarks aligned with company OKRs.
  • Mentor and develop team members to deliver a consultative, value-driven customer experience.

3. Retention & Growth

  • Identify churn drivers and lead initiatives to improve customer retention.
  • Uncover cross-sell and upsell opportunities and collaborate with Sales for execution.
  • Oversee customer health monitoring using CRM tools and analytics dashboards.

4. Voice of Customer & Continuous Improvement

  • Capture and analyze customer feedback to influence the product roadmap and service improvements.
  • Work cross-functionally with Product, Marketing, and Technical Support to align on customer needs.
  • Champion customer-centric enhancements in processes, communication, and technology.
Key Metrics
  • Gross and Net Retention Rate
  • Time to Value (TTV)
  • NPS and Customer Satisfaction Score (CSAT)
  • Churn Rate (Logo and Revenue)
  • Onboarding Completion Rate
Requirements
  • 7+ years of experience in Customer Success or Account Management, ideally within FinTech, SaaS, or payments industries.
  • Demonstrated success in reducing churn and driving Net Revenue Retention (NRR).
  • Experience in building and scaling Customer Success teams.
  • Strong analytical skills and a data-driven approach to decision-making.
  • Exceptional communication and stakeholder management abilities.

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