Customer Success Lead

This is a fully remote position, open to applicants in Egypt, +1 more country.

📋 Description

• Lead and guide a team of Customer Success Managers.

• Develop and execute scalable customer success processes to address payment infrastructure challenges.

• Establish and track SLAs to enhance team performance.

• Manage and prioritize customer ticketing effectively.

• Create analytical frameworks to monitor payment-specific success metrics and forecast merchant health.

• Develop and sustain a customer-facing knowledge base that includes payment integration, guides, and troubleshooting resources.

• Collaborate with Solution Engineers on merchant implementation projects and technical escalations.

• Oversee incident response procedures during payment outages.

• Work alongside Solution Engineers, Technical Support, Product, and Commercial teams.

• Identify growth opportunities and formulate intervention strategies for at-risk merchants.

• Lead initiatives for root cause analysis concerning payment processing challenges.

• Acquire knowledge of the MoneyHash platform and payment ecosystem, engage with customers and internal teams, and take charge of customer relationships and outcomes.

⛳️ Requirements

• A minimum of 5 years in customer success, account management, or a related field.

• At least 2 years of experience in a leadership role.

• Familiarity with B2B SaaS or fintech sectors, ideally within payments, financial services, or merchant-facing platforms.

• Profound understanding of payment processing, payment orchestration, and provider networks.

• Demonstrated success in creating and scaling customer success processes and teams.

• Capability to comprehend and convey complex payment concepts to non-technical audiences.

• Strong analytical abilities with a history of leveraging data to enhance customer outcomes and team performance.

• Effective communication skills in English with both technical and non-technical stakeholders.

• Ability to thrive in ambiguous situations and establish structure as needed.

• Experience in managing customer relationships during critical technical incidents.

🏝️ Benefits

• Stock options.

• Health insurance.

• Professional development stipend.

• Wellness stipend.

• Tech allowance.

• Equipment financing program.

• Annual in-person retreat.

• Team engagement initiatives.

• Remote-first work across EMEA time zones.