Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.
About the role
- Customer Success Manager building Fiat Republic’s Customer Success function for regulated fiat-digital asset payments. Owning onboarding, retention, billing, escalations and account expansion.
Responsibilities
- Own every client from signature to first transaction
- Drive onboarding with Compliance and Operations teams and give every client in onboarding a go-live date
- Chase blockers daily until clients are live
- Ensure live clients reach meaningful transaction volumes
- Own a portfolio of clients across Europe, the UK and Canada as their first point of contact
- Run regular check-ins and quarterly business reviews with priority clients
- Build client health scores in HubSpot using volumes, balances, support tickets and payment behavior
- Act on early warning signs and own churn prevention plans
- Handle escalations end to end with Operations, Product and Compliance
- Own client-facing billing questions and work with Finance so invoices are paid on time
- Identify expansion opportunities involving currencies, accounts, payment rails, corridors and third-party payments
- Close expansions after a client’s first 4 months and work with Sales on the largest opportunities
- Hold targets on gross and net revenue retention
- Bring recurring client issues and requests to Product, Operations and Compliance, backed by numbers
- Keep HubSpot accurate for every client regarding health, activity, opportunities and risks
- Build the Customer Success function from scratch
Requirements
- 5+ years in Customer Success or Account Management with B2B clients in payments, banking, fintech or crypto
- A track record of owning retention numbers and growing accounts
- A solid understanding of payment operations; onboarding and KYB, payment rails, reconciliation and invoicing
- Confidence with founders and senior stakeholders as well as operations teams
- Pace and follow-through; every client message gets a response the same day
- Willingness to start your day at 6am or 7am Eastern
- Experience with HubSpot or a similar CRM, and a data-driven approach to client health
- Comfort working in a regulated environment where not every request can be met straight away
- Eligibility to work in Canada
- French or another European language (nice to have)
- Experience at an EMI, bank, payments provider or crypto company (nice to have)
Benefits
- Uncapped 4% commission on collected revenue for 12 months on every upsell and expansion you close after a client's first 4 months
- A flat bonus for every contract renewal you secure
- Hybrid working from our Toronto office in King West
- An early start and an early finish
- The chance to build Customer Success at a growing regulated fintech
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