Customer Success Lead

MoneyHash is building the future of API-based payment infrastructure. Our easy-install APIs consolidate the revenue cycle across geographies, functions, and use cases. We’re saving our clients time and money, as well as boosting product performance, opening up new business opportunities, and reducing tech debt. We’re a fast-growing early-stage startup, and we know that building the right team is crucial to realizing our potential. At MoneyHash, we champion human empathy as well as work excellence. Join us and let’s explore this journey together! 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. Flexibility. We adapt quickly, learn constantly, and step up where needed. Willingness to Learn. We embrace growth, celebrate iteration, and treat every mistake as a step forward.