Head of Customer Success

We are seeking an experienced and dynamic:

Head of Customer Success to lead and oversee the customer success team, Technical Support, and Implementation.

This is a senior leadership role within a global organization, responsible for driving client satisfaction, ensuring seamless operational execution, and identifying growth opportunities within the customer base.

The ideal candidate will bring a strategic mindset, a proven track record in managing customer-facing teams, and experience in technical environments.

Responsibilities:

• Manage the global customer base, identifying growth opportunities and ensuring customer retention.
• Define and execute strategies to enhance customer satisfaction and optimize the customer journey.
• Develop and execute strategies to enhance customer satisfaction, retention, and overall experience.
• Establish and monitor KPIs to evaluate team performance and continuously improve service quality.
• Act as the voice of the customer, collaborating with internal teams to ensure products and services meet client expectations.
• Streamline support and operational processes to improve efficiency and response times.
• Build and nurture strong relationships with customers, acting as a trusted advisor and advocate for their success.
• Partner with Sales and other internal teams to deliver a seamless customer journey and maximize value.
• Lead and manage a team responsible for customer success, technical support, and implementation.
• Ensure successful onboarding, integration, and ongoing support for customers, addressing technical and operational challenges.
• Develop best practices and frameworks for implementation processes, ensuring consistency and scalability.

Requirements:

• At least 7 years of experience in customer success, with a minimum of 3 years in leadership roles.
• Proven experience in the fintech/payments industry – a strong understanding of financial technologies, payment processing, and industry regulations.
• Hands-on experience with Linux environments – the ability to work with Linux-based systems, troubleshoot issues, and manage configurations effectively.
• Proven ability to manage and scale global customer-facing teams in dynamic environments.
• Experience in technical environments, particularly complex on-premise products and SaaS solutions.
• Strong leadership and mentoring skills with a focus on building high-performing teams.
• Demonstrated ability to manage complex projects and drive cross-functional collaboration.
• Exceptional communication, problem-solving, and relationship management skills.
• A customer-first mindset and a passion for delivering exceptional service.
• Willingness and ability to travel internationally to meet business needs.
• English speaker with excellent written and verbal skills - a must.