Head of Customer Success

Customer Success Manager

Payments Unicorn

Location: Remote, but must be NYC based (this role will be hybrid in the future)

Salary: $125-175K base + 40% bonus + equity

Our client have raised more than $500M in funding, and have a mission to enable everyone to participate in and thrive within the global economy by developing a seamless payment infrastructure for consumers and businesses. We are seeking an Customer Success Manager to manage all aspects of delivering exceptional customer experiences and driving success, loyalty, and growth across their payment solutions.

The role reports into the Head of Customer Success, and will lead the US CX team.

Key Responsibilities:

• Implement a customer experience and success strategy to enhance satisfaction, retention, and value.
• Lead customer experience functions, ensuring exceptional service at every touchpoint.
• Supervise customer service, training, and success teams, promoting innovation and improvement.
• Work with executive leaders and key stakeholders to integrate the customer’s voice into business decisions.
• Use analytics and feedback to identify opportunities and implement solutions.
• Establish metrics and processes to enhance performance.
• Mentor and develop customer experience professionals.
• Act as an advisor for strategic clients, ensuring their success and expanding relationships.
• Stay updated on industry trends and best practices.

Qualifications and Experience:

• Recent payments dispute experience and a background in banking/compliance.
• Regulation E Knowledge: Understanding of Regulation E and the complaints process.
• Strong management experience, ideally with global teams. Oversee VP of Customer Success and AVP of Customer Experience.
• Proven success in driving initiatives that enhance customer experiences and growth.
• Skilled in developing customer experience strategies and programs.
• Deep understanding of onboarding, adoption, renewal, expansion, and value realization.
• Experience with advanced data and analytics to optimize operations.
• Ability to build high-performing teams focused on innovation and accountability.
• Skilled in managing and influencing key stakeholders.
• Excellent communication and presentation skills, capable of managing escalations and representing the customer perspective.

Please apply above to learn more, or email me at katherine.farquharson@storm2.com