Head of Customer Success

Role Overview

Head of Customer Success

This is not a traditional customer support role.

This is a foundational operational leadership role responsible for owning the merchant experience from signed agreement through successful onboarding, deployment, go‑live, optimization, and long‑term success.

The Head of Customer Success will serve as the operational bridge between merchants, sales, acquiring banks, payment processors, and the broader platform team.

You will be responsible for ensuring every merchant onboarding experience is executed with exceptional attention to detail, operational precision, professionalism, and responsiveness.

You will work directly with the COO and executive team to help build the operational systems, onboarding procedures, implementation standards, and customer experience philosophy that define how the business scales.

Over time, this role is expected to evolve into a leadership position overseeing additional customer success, implementation, and support personnel.

The onboarding experience should feel organized, qualified, operationally thoughtful, and exceptionally well executed.

• Own the merchant onboarding process from signed agreement through go‑live.
• Coordinate directly with Account Executives to fully understand merchant requirements, pricing structures, configurations, workflows, and operational needs.
• Submit merchant applications to processors and acquiring banks.
• Manage communication with underwriting, risk, and credit teams.
• Configure merchant accounts across processor and acquiring bank platforms.
• Configure and manage payment terminal deployments.
• Serve as the primary operational relationship owner for merchants after the sales process is completed.
• Conduct merchant training sessions and onboarding calls.
• Test merchant environments prior to deployment and go‑live.
• Build and maintain onboarding SOPs and implementation documentation.
• Collaborate with engineering, product, processors, and implementation partners.

• 4+ years of experience in a management role within customer support, customer success, or technical account management.
• Experience working in fintech, software implementations, or merchant support workflows would be considered an asset.
• Exceptional organizational and operational skills with experience building systems, processes, and procedure manuals. The ideal candidate brings a strong procedural mindset, attention to detail, and a passion for operational excellence.
• A proven ability to take ownership, create structure, and build scalable operational processes that deliver an exceptional merchant experience.

• Experience in merchant services, payment processing, ISO operations, and fintech onboarding.
• Experience working with acquiring banks, payment terminals, merchant onboarding, pricing templates, and merchant support workflows.
• Understanding of payment processing fundamentals, surcharge and dual‑pricing concepts, merchant IDs (MIDs), processor structures, reconciliation logic, and merchant operations.

You do not need to be an engineer. However, you must be technically curious, operationally sharp, highly detail‑oriented, and capable of understanding complex operational workflows.

This role is for builders.