Head of Customer Success & Sales

Build WODI's founding customer success and sales function, from client onboarding to a high-performing team.

This is a hands-on leadership role for someone who can design the customer journey and personally deliver it. You will build a consistent operating system for onboarding, adoption, support, retention, expansion, and sales follow-through across merchants, agents, enterprise clients, and financial-services partners.

• Create a documented onboarding and account-management process with clear owners, service levels, and escalation paths.
• Improve visibility into activation, adoption, client health, retention risk, expansion opportunities, and pipeline progress.
• Build a trusted, accountable Customer Success & Sales team with practical playbooks, training, and performance standards.
• Turn customer and partner feedback into prioritized actions for product, operations, compliance, and leadership.

• Lead end-to-end onboarding for clients and agency-banking partners, including document collection, KYC/AML coordination, training, launch readiness, and post-launch support.
• Own client health reviews, escalations, retention plans, renewals, expansion opportunities, and sales-pipeline support.
• Design playbooks, service standards, dashboards, templates, and self-service resources for agents, partners, and enterprise clients.
• Establish CRM discipline, reliable account records, follow-up routines, forecasting, and executive reporting.
• Recruit, onboard, coach, and evaluate the first Customer Success & Sales team.
• Partner with product and operations to identify recurring friction, define solutions, and close the feedback loop with customers.

• 7+ years in customer success, account management, sales, client operations, or a closely related function, including at least 3 years leading or building teams.
• Direct experience managing complex onboarding or implementation workflows involving KYC/AML, compliance, payments, or regulated financial products.
• A record of improving retention, satisfaction, adoption, revenue growth, or another clearly measured customer outcome.
• Strong CRM, pipeline-management, analytical, presentation, and written and verbal communication skills.
• Ability to move between strategy, process design, executive communication, and direct customer problem-solving.
• DC-area presence or willingness to relocate for the hybrid working arrangement.

• Experience in payments, remittances, agency banking, fintech, or an early-stage company.
• Experience serving merchants, diaspora communities, financial institutions, or multi-market partners.
• Multilingual communication ability and experience building a function from the ground up.

Tell us about a time you turned a frustrated client into a strong advocate or built a customer function from nothing. Include the starting problem, your actions, and the measurable result.