Head of Customer Success

Job Summary

As the founding Head of Customer Success for ZBD's payments business, the full-time remote leader will manage the customer journey from contract through integration and ongoing account health, while building the operating model and team to support embedded payouts and accounts.

Key responsibilities

• Define and operate the customer lifecycle from BD handoff to live payouts, ensuring performance against service level agreements
• Manage customer onboarding by coordinating with product, engineering, and finance teams, while taking responsibility for early deals
• Build and maintain account health models, proactively addressing retention and expansion opportunities across the customer base

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, with knowledge of KYB, transaction monitoring, and payment controls
• Proven track record of onboarding customers with many-to-many payment flows
• Demonstrated ability to build or significantly improve a customer success function, including processes and reporting
• Commercial fluency in GMV-based pricing and understanding of financial structures