Customer Success Lead

Your Team

At MoneyHash, the Customer Solutions & Delivery team is the face of our product for our merchants. Our mission is to: Design and deliver customized, forward-thinking solutions that address complex payment needs and merchant pain points; Provide a seamless onboarding experience that sets our customers up for long-term success; Continuously improve payment performance and uncover growth opportunities through data-driven insights; Stay ahead of fintech trends to help our customers scale faster and smarter; Act as the key interface between our merchants and third-party providers, ensuring smooth integrations and quick resolutions. You’ll be joining a growing team that works across departments to ensure merchant success. You’ll collaborate with product, business, operations, and technical teams to deliver seamless payment experiences. This team plays a crucial role in helping merchants navigate payment complexity while optimizing their setup and driving long-term value.

What You’ll Be Doing

• Lead and mentor a team of Customer Success Managers, developing their capabilities around complex payment scenarios and merchant relationship management
• Build and implement scalable customer success processes that address the unique challenges of payment infrastructure
• Define and monitor SLAs to optimize team performance
• Own the customer ticket management and prioritization process
• Develop analytics frameworks to track payment-specific success metrics and predict merchant health based on transaction data and payment patterns
• Create and maintain comprehensive customer-facing knowledge base covering payment integration, how to guides, and troubleshooting
• Partner closely with Solution Engineers on merchant implementation projects and technical escalations
• Coordinate incident response workflows that minimize merchant business impact during payment disruptions
• Collaborate cross-functionally with Solution Engineers, Technical Support, Product, and Commercial teams to address merchant needs and unlock new growth opportunities
• Identify expansion opportunities and develop proactive intervention strategies for at-risk merchants
• Lead root cause analysis initiatives for payment processing issues, balancing urgency with thoroughness

You’ll Be Great for This Role If You

• Have 5+ years in customer success, account management, or related role with at least 2 years in leadership capacity
• Have experience with B2B SaaS or fintech companies, preferably in payments, financial services, or merchant-facing platforms
• Deeply understand payment processing, payment orchestration, and provider networks
• Have proven track record of building and scaling customer success processes and teams
• Are comfortable with understanding and explaining complex payment concepts to non-technical stakeholders
• Have strong analytical skills with experience using data to drive customer outcomes and team performance
• Communicate clearly in English with both technical and non-technical stakeholders
• Are comfortable operating in ambiguity and defining structure as you go
• Have experience managing customer relationships during high-stakes technical incidents

How We Work at MoneyHash

Beyond your functional responsibilities, everyone at MoneyHash plays a part in shaping our culture and values: Respect. We’re a global team and value diversity, empathy, and honest dialogue. Humility. We give and receive feedback with openness, leaving egos at the door.