Head of Customer Success and Support
Core
Executive leader owning global Customer Success and Support organizations, shaping the merchant lifecycle, driving client retention, and scaling operations across multiple countries.
Role type
Senior IC Head of Customer Success and Support
Builds
Global Customer Success and Support organizations, frameworks, workflows, and tooling for merchant issue resolution and retention
Domain
Financial Technology (Payments, Payouts, Treasury) + Customer Success
Required skills
Strategic vision, process architecture, operational scaling, product alignment, risk/compliance navigation, data-driven decision making, global strategy, merchant advocacy, team leadership, change management
Preferred skills
Deep payment operational expertise (authorization, clearing, settlement, payouts, dispute resolution), merchant domain experience (enterprise marketplaces, cross-border digital merchants)
Technologies
None explicitly stated
Responsibilities
Build and lead global Customer Success and Support teams; Anticipate and scale operational frameworks to resolve merchant issues; Collaborate with Product/Engineering to fix underlying issues; Navigate regulatory mandates (AML, KYC, PCI-DSS); Establish and optimize performance metrics; Foster partnerships with key strategic clients; Adapt strategies to different market dynamics
Seniority
Senior, executive leadership
