Customer Success Lead

Ready to help our most strategic customers achieve long-term success?
Join Fin Dock as a Customer Success Lead

At Fin Dock, Customer Success is not reactive - it’s strategic, relational, and deeply tied to customer value. As the #1 Customer Payment Operations solution built natively on Salesforce, we help organizations deliver seamless, personalized payment experiences. Trusted by hundreds of organizations worldwide and rated 4.97 stars on the Salesforce App Exchange, we’re shaping the future of payments.

That’s why we proudly say:
Fin Dock. For Customer Payment Happiness. And as we scale, every new hire helps us build more than software - they help us build long-term trust, measurable outcomes, and customer advocacy.

As a Customer Success Lead, you are the strategic partner for Fin Dock’s highest-profile customers and their implementation partners. You build and deepen relationships with decision makers, guide customers through implementation and onboarding, drive adoption and expansion, manage escalations, and secure successful renewals.

You are the connective tissue between customers, partners, internal support and implementation specialists, ensuring customers get maximum value from Fin Dock and stay with us for the long term.

This role is ideal for a relationship-driven, value-minded person who thrives in complex environments, works with initiative and ownership, and enjoys building processes that scale.

With your experience you bring deep knowledge of customer success processes, systems and tools that support our Customer Success department in delivering value for customers and implementing partners.

• Strategic Relationship Management Build strong relationships with key stakeholders, lead executive touchpoints, maintain stakeholder maps, and keep interactions well-documented.
• Onboarding & Implementation Oversee partner-led implementations, ensure smooth and timely go-lives, manage expectations, flag risks early, and keep project and health data up to date.
• Adoption & Growth Drive product adoption, identify expansion opportunities, monitor usage and customer health, and share relevant product updates.
• Renewals Prepare customers for successful renewals, coordinate closely with Sales, and provide insights on risks, opportunities, and account health.
• Advocacy & Escalations Lead communication during incidents, coordinate internal teams for fast resolution, and channel customer feedback across the organization.
• Customer Success Operations Build and improve CS processes and tooling, create customer assets, and contribute to best practices that enhance adoption, retention, and overall customer success.

Competencies &

Skills:

• Value-driven mindset with strong focus on customer outcomes
• Excellent planning, organization, and progress control
• Skilled in building processes from scratch and shaping them
• Skilled in conflict management, escalation handling, and expectation setting
• Strong initiative and proactive ownership
• Ability to manage complex, multi-stakeholder environments
• Confident communicating with both technical and business leadership audiences

Mindset:

You are a passionate self-starter with high ownership, a resilient team player who thrives in cross-functional collaboration, and a curious explorer who continuously looks for better ways to drive value. You stay calm under pressure, bring clarity in complexity, and always advocate for your customers.

Experience:

• 5+ years of Customer Success experience in SaaS (Salesforce ecosystem experience is a plus)
• Strong stakeholder management skills across customers, partners, and internal teams
• Experience with management of IT programs/projects to execute against timelines and experience in managing the customer lifecycle
• Strong English communication

Make an impact: Help our most strategic customers achieve real business outcomes. You’ll directly influence retention, expansion, customer happiness, and the evolution of the Customer Success function at Fin Dock.

Grow with us: Contribute to a scaling CS organization where your ideas shape how Fin Dock supports customers globally.

Enjoy our perks:

• Hybrid working (32-40 hours, 3 days in Woerden, near Utrecht)
• Stock Appreciation Rights
• Pension plan
• 25 vacation days + public holidays
• Generous €5,000 annual learning & development budget
• Paid volunteer time
• NS Business card or travel allowance

Join a team where we challenge with care, celebrate wins, collaborate with trust, and maintain a mindset of growth, transparency, and doing good — together.

We’re proud to be a Great Place to Work®, top-rated for the 4th year in a row. Because at Fin Dock, happiness isn’t just for our customers, it’s for our team too.

Ready to help our most strategic customers succeed long term? Contact Boryana Delcheva - we’d love to meet you!