Customer Success Leader

Job Summary

As the founding Customer Success Leader for ZBD's payments business, the full-time remote position will manage the customer journey from contract signing to live payouts, ensuring operational, technical, compliance, and commercial success while building the function from the ground up.

Key responsibilities

• Define and operate the customer lifecycle from BD handoff to live payouts, including onboarding and ongoing account health management
• Build and implement customer success playbooks, tooling, and reporting while personally managing initial strategic customer accounts
• Identify growth opportunities within existing accounts, maintaining a rolling expansion forecast and collaborating with business development to convert them

Required qualifications

• 7-10+ years of experience in payments, fintech, or regulated financial infrastructure with a focus on customer success or account management
• Experience in a regulated environment, understanding KYB, transaction monitoring, and compliance impacts on customer experience
• Proven track record of onboarding customers with many-to-many payment flows
• Experience building or significantly improving a customer success function, including processes and team structure
• Commercial fluency in GMV-based pricing and the ability to defend fee structures to finance teams