Director of Customer Success

Pockyt is building the AI-native infrastructure for global money movement. We give merchants a single platform to accept payments from anywhere, send money globally, and manage funds through Global Virtual Accounts and stable coins — but our ambition runs deeper than the rails themselves. We're architecting the connective tissue that lets money move across borders the way information moves across the internet: instantly, intelligently, and autonomously.

We serve a wide spectrum of merchants, from sophisticated enterprise platforms running complex multi-currency operations to the next generation of AI-powered startups, including the one-person unicorns we believe are about to reshape the global economy. Today, that means one integration, one account view, and one place to track everything. Tomorrow, it means a financial layer that AI agents can natively transact on — where money flows are orchestrated, optimized, and reconciled without human bottlenecks.

Our mission is to make global commerce frictionless. We're not building another payments platform. We're building the operating system for how value moves in an agentic, borderless economy.

Most Customer Success leaders inherit a machine and are asked to keep it running. You'd be building the machine. Here's the part that matters for you: the hard, expensive work of winning merchants is already done. We have a strong, signed portfolio. What we don't yet have is someone whose entire job is to turn that book into a growth engine that compounds.

That's the seat.

We're hiring a Director of Customer Success to own the retention and expansion of our signed accounts — and to stand up the function that makes it repeatable. No settled playbook to defend, no legacy process to unwind. You get to decide how this team operates: the rhythm, the save plays, the expansion motion, the way wins get measured. Then you get to run it against real revenue and watch it move.

You’ll report directly to the CEO, inherit an experienced Account Manager on day one, and grow the team from there. You’ll sit at the center of the company — Product, Solutions, Compliance, and Sales all run through your book. The mandate is easy to say and rare to do well: keep the merchants we've won, grow them, and prove which of that growth you drove.

If you've been waiting for the seat where you build the function instead of maintaining it — this is it. You’ll become the executive owner of the customer relationship after the contract is signed, ensuring every merchant has a clear advocate inside Pockyt and a trusted advisor outside of it.

This is a role with a scoreboard. Your variable comp is tied to the health of the portfolio, measured on the wins you can attribute:

• Net Revenue Retention (NRR) across the signed book
• Gross / logo retention — the accounts and revenue we keep
• Expansion revenue — new payment-method activations, sub-merchant onboards, upsells, and the processing volume they generate
• Reactivation of dormant accounts
• Attributable portfolio volume growth — processing volume growth the CS motion actually caused
• Own Executive relationships — across strategic accounts, including customer health, stakeholder engagement, business reviews, and long-term partnership development.

And here's the philosophy that makes this seat different. Credit is for attributable wins only: growth that Customer Success actually drove, cleanly separated from organic merchant growth that would have happened anyway. That distinction is the craft of the role. You’ll build the real-time intervention and expansion logging that evidences every win as it happens, and partner with data/reporting to stand up the dashboards that make retention and expansion measurable.

Most CS orgs never…