HEAD OF CUSTOMER SUCCESS & ACTIVATION

Who we are

Founded in 2016, MarketPay is a European payment company delivering innovative payment solutions across in-store, online and mobile channels.

Born within one of Europe's largest retail groups, retail is in our DNA. Today, we support major retailers, distributors and service companies with comprehensive payment solutions adapted to their business needs.

Following several international acquisitions, MarketPay brings together more than 350 professionals across ten European countries.

Our Merchants & Distributors (M&D) business line operates across six regions: Benelux, France, Iberia, Italy, Nordics, and Poland & Baltics. We are growing fast, with lean teams, a strong entrepreneurial mindset and real opportunities to shape how we work.

🌟 The opportunity

A new role with a clear ambition

In payments, signing a contract is only the beginning. Real value is created when a client goes live, starts processing transactions and reaches its full business potential.

As MarketPay continues to grow, we want to make this journey faster, more predictable and consistent across Europe.

We are therefore creating a dedicated Customer Success & Activation function, bringing together client activation, operational coordination and commercial development under one clear leadership.

As Head of Customer Success & Activation, you will build and lead this function, with a direct impact on client satisfaction, activation performance and M&D net sales.

Your mission

Your main objective is to ensure that every M&D client moves successfully from contract signature to full business activation, reaching 100% of its monthly net sales plan.

You will lead the Customer Success Managers across six regions and coordinate the activation journey in close collaboration with Implementation and Support.

You will also ensure that Customer Success becomes a proactive, commercially minded function, working alongside Sales to develop and grow our existing client base.

This is a hands-on leadership role: you will define the framework, establish the right processes and KPIs, support your team and stay close to key clients and operational challenges.

Your scope

• Clients: All M&D clients, including direct merchants and distributors who resell our solutions to their own merchant networks.

• Team: Customer Success Managers across six European regions, reporting directly to you, with a dotted-line relationship to their respective Country Managers.

• Key stakeholders: Sales, Implementation, Support, Operations, RevOps and Finance.

You will report to the VP Sales M&D and work as a peer of the Heads of Implementation and Support.

This is not a traditional support or account management position. Your focus is on activation, business performance and client development.

🤝 Building one activation team

Successful client activation requires close coordination between several teams. Your role is to make sure everyone works towards the same objective, with clear responsibilities, shared priorities and measurable results.

• Customer Success: Your team owns the client relationship throughout activation, from kick-off to full ramp-up. CSMs define success plans, coordinate milestones, monitor progress and lead business reviews.

• Implementation: Responsible for technical delivery and go-live, working closely with your team to prioritise M&D clients and meet agreed timelines.

• Support: Owns client tickets and operational issue resolution, within a jointly defined SLA, allowing CSMs to focus on activation and business development.

• Sales: Owns the commercial relationship before signature, ensures a smooth handover and continues to develop the account alongside Customer Success.

You will establish the operating rhythm that connects these teams:

• One shared activation plan per client, tracked in Salesforce.

• One weekly activation review with Implementation, Support and Operations.

• Clear ownership, milestones, deadlines and escalation processes.

• Regular feedback loops to identify recurring issues and improve our processes, products and client experience.

Implementation and Support retain their own reporting lines. Your responsibility is to bring them together around a common activation objective.

🎯 Your key responsibilities

1. Own client activation and performance

• Define and implement a common activation framework across all six regions.

• Establish clear activation milestones, statuses and KPIs in Salesforce.

• Monitor activation rates and time to first transaction.

• Track each client's progress towards its monthly net sales plan.

• Validate when clients have successfully completed the activation journey.

2. Build and standardise the activation journey

• Design a clear and consistent process from contract signature to full activation.

• Ensure CSM assignment within 24 hours, handover within 7 days and kick-off within 14 days.

• Make sure every client has a dedicated success plan, including objectives, milestones, responsibilities and timelines.

• Coordinate the go-live plan with Implementation and ensure clear accountability at every stage.

3. Drive cross-functional collaboration

• Lead the weekly activation review with Implementation, Support and Operations.

• Agree on priorities and service-level expectations with the relevant team leaders.

• Identify and remove operational blockers.

• Ensure issues are resolved collaboratively and that recurring problems lead to sustainable improvements.

• Share client feedback and operational insights with Product and other relevant teams.

4. Structure and develop Customer Success

• Define a consistent client management approach across the six regions.

• Introduce a structured business review cadence, including quarterly business reviews for strategic accounts.

• Implement a tiered coverage model:

  • Strategic accounts: dedicated CSM, structured follow-up and regular business reviews.

  • Mid-sized accounts: portfolio-based CSM management.

  • Long-tail accounts: pooled and digital-led coverage.

• Establish clear performance objectives and development plans for CSMs.

• Coach the team on client engagement, business reviews, commercial conversations and account development.

• Work with the VP Sales M&D to identify future recruitment and organisational needs.

5. Contribute to the growth of our existing client base

• Work closely with Sales to identify opportunities within the installed base.

• Ensure CSMs actively monitor client performance and identify opportunities to increase transaction volumes.

• Develop a proactive approach to retention, client engagement and business growth.

• Help transform Customer Success into a measurable contributor to M&D net sales.

🗓️ Your first 12 months

First 90 days – Understand, connect and structure

• Meet the CSMs and Country Managers across all six regions.

• Join client meetings to understand our customers, challenges and expectations.

• Assess the current organisation, processes and team capabilities.

• Define the Customer Success development and recruitment plan with the VP Sales M&D.

• Bring Customer Success, Implementation and Support together around a shared operating rhythm.

• Take ownership of the weekly activation review.

First 6 months – Implement and measure

• Ensure every M&D client has a reliable activation status in Salesforce.

• Establish the activation dashboard as the business reference.

• Roll out standardised client success plans and business reviews.

• Align CSM objectives with activation performance and client ramp-up.

• Establish clear processes and collaboration rules across the teams.

First 12 months – Deliver and scale

• Make client activation a fully managed and measurable business process across all six regions.

• Build a consistent and high-performing Customer Success organisation.

• Improve activation rates and reduce time to first transaction.

• Establish strong collaboration between Customer Success, Implementation, Support and Sales.

• Demonstrate Customer Success's contribution to the growth of the installed base.

🔍 Who we're looking for

We are looking for an experienced, commercially minded leader who knows how to build teams, structure processes and drive measurable client outcomes in an international B2B environment.

Must-have experience

• At least 8 years of experience in Customer Success, Account Management or Client Onboarding in a B2B environment.

• At least 3 years of experience leading teams across multiple countries or regions.

• Proven experience building or transforming a Customer Success organisation with measurable commercial objectives (activation, transaction volume, revenue retention or similar).

• Strong experience coordinating cross-functional teams, including Implementation, Support, Product and Sales, without necessarily having direct management responsibility.

• Solid operational and analytical skills, with experience managing performance through CRM tools, dashboards and regular business reviews.

• Experience managing enterprise clients, complex implementations and multi-site rollouts.

• Fluent English.

• Comfortable working in a fast-growing international environment, where building, adapting and taking ownership are part of everyday life.

Nice to have

• Experience in the payments industry: acquiring, payment acceptance, POS terminals or e-commerce payments.

• Experience working with distributors, resellers or partner networks.

• Additional European languages, particularly French, Spanish or Italian.

Your mindset

You are a builder, a leader and a doer.

You know how to define a strategy and translate it into concrete actions. You are comfortable managing through KPIs while remaining close to clients and operational realities.

You can challenge processes, bring different teams together and create momentum without relying solely on hierarchical authority.

Most importantly, you understand that Customer Success is not just about keeping clients happy: it is about helping them succeed and making that success measurable.

💙 Why join MarketPay?

• An international environment: Work with talented colleagues across Europe in a fast-growing fintech.

• A human-sized organisation: Enjoy a collaborative culture where initiative, ownership and ideas matter.

• A meaningful challenge: Build a new function and shape the future of Customer Success across six European regions.

• A role with real impact: Directly influence client activation, business performance and the growth of MarketPay.

• A culture focused on people: MarketPay is certified Happy@Work and Tech@Work, with a strong focus on employee well-being and development.

• A responsible company: Our CSR commitments are recognised by EcoVadis.

🎁 What we offer

• Competitive salary package, including a variable component linked to activation performance.

• Hybrid working: up to 3 days remote per week.

• Mobility allowance.

• Culture vouchers.

• Childcare support.

• CESU vouchers.

• Public transport reimbursement.

• Works Council (CSE) benefits.

• Team-building events and regular social gatherings.

Benefits listed apply to France-based contracts. Local packages apply in other countries.

📍 Practical information

• Location: Europe, preferably Paris (our office is located in Paris 2nd arrondissement, Sentier).

• Travel: Regular travel across our six European regions.

• Start date: Early February 2027.

• Contract: Full-time, permanent.

• Reporting to: VP Sales – Merchants & Distributors.

• Key stakeholders: Country Managers, Head of Sales Distributors, Implementation, Support, RevOps and Finance.

• Tools: Salesforce.

🧭 Our recruitment process

1. Initial conversation (45 min): Get to know each other and discuss your experience and expectations.

2. Track record review (90 min): A deeper discussion around your achievements, leadership experience and approach to Customer Success.

3. Business case: A written case study followed by a presentation and Q&A.

4. Final discussions: Meeting with the VP Sales M&D and/or other executives, including the CEO.

5. Reference checks: Three references, including at least one former direct report and one former manager.

6. Offer.

At MarketPay, we are proud to be an equal opportunity employer. We welcome talent from every background, regardless of disability, ethnicity, gender identity or sexual orientation.