Head of Customer Success

What We are looking for aHead of Customer Success & Support whowill own the full post-sale customer journey — from onboarding and adoption to long-term success and technical support. You will build and lead two critical teams: Customer Success, focused on relationship management and value delivery; andCustomer Support, focused on technical issue resolution and service quality. This role requires a strategic leader with a strong background inpayments or financial technology, combined with the operational rigor to build scalable systems and a culture of customer excellence. How Customer Success Leadership Define and execute the end-to-end Customer Success strategy to drive adoption, engagement, and retention. Build, coach, and scale a team of Customer Success Managers (CSMs) to deliver measurable business outcomes for clients. Establish success metrics (e.g., NRR, churn, product adoption, and customer health scores) and report performance to leadership. Partner with Sales and Onboarding to ensure seamless transitions from implementation to steady-state success. Act as an executive sponsor for key enterprise accounts, ensuring alignment with client objectives. Customer Support Management Lead the Support team to deliver exceptional, responsive, and technically sound support to all users. Develop and optimize processes, SLAs, and escalation frameworks for efficient issue resolution. Implement customer support tools (e.g., Zendesk) to improve visibility and efficiency. Collaborate with Product and Engineering to escalate and resolve complex technical issues, ensuring feedback loops into the product roadmap. Build a proactive support culture that balances speed, accuracy, and empathy. Cross-Functional Collaboration Work closely with Product, Operations, and Engineering teams to voice customer feedback and influence feature development. Collaborate with Marketing and Revenue teams to identify upsell and advocacy opportunities. Drive initiatives that improve the overall customer journey, leveraging data and insights for continuous improvement. Required skills Mandatory:9+ years of experience inCustomer Success, Account Management, or Customer Supportwithin thepayments or financial technology industry. Strong understanding ofpayment processing, merchant acquiring, digital wallets, card networks, or payment gateways. 3+ years in aleadership rolemanaging both customer success and customer support teams. Proven ability to scale customer-facing functions in a fast-paced start-up or SaaS environment. Experience defining metrics, building playbooks, and implementing support and CRM tools. Excellent communication, stakeholder management, and leadership skills. Customer-obsessed mindset with a strong balance of strategic thinking and operational execution. Preferred skills Experience in scaling customer operations across multiple geographies. Familiarity with API-driven or enterprise fintech products. Data-driven and process-oriented with a passion for continuous improvement. Comfortable engaging with C-suite executives and technical stakeholders. Seen Mr. Robot tv show minka's Culture We are a fintech who believes in innovating in the way we work to impact the financial ecosystem on the long term. We are located between Latam, US and Europe and work remotely, with several roles assigned per person, depending on their skillset. This allow us to bring value with a senior team, who also enjoys being hands-on and strategic. In this role, you will work with our team of engineers and product managers in a fast-paced startup environment. You will collaborate closely with other members of the Product, Engineering and Sales teams. We are building a new infrastructure for money and prefer generalization vs customer-specific requests and scalability vs customer-specific projects. We value highly-motivated, somewhat crazy, and creative individuals on a mission to improve the way people interact with money. At minka_, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics. Automatically Get Matched to Customer Service and Call Centre Jobs Let our AI agent search and match you to the best jobs from across the web Try it now #J-18808-Ljbffr