Head of Customer Success for payments and embedded accounts

ZBD is a fintech company for the games industry. Its regulated money layer enables gaming platforms to move real money in, around, and out of their platforms without becoming payments companies.

• Build and deliver the Customer Success operating model, playbooks, tooling, reporting, and team
• Join Business Development calls to explain onboarding, operations, and customer support, and help prospects’ finance and compliance teams feel comfortable moving money with ZBD
• Define and operate the customer lifecycle from Business Development handoff through KYB and compliance onboarding, funds-flow setup, technical integration, go-live, and steady state
• Set and own performance against the signed-to-live SLA
• Manage customer onboarding, working directly with customers’ product, engineering, and finance teams, and take personal responsibility for early deals
• Build onboarding checklists, health dashboards, and weekly Customer Success reports for commercial leadership
• Build an account health model covering payout success and return rates, settlement timing, GMV trends, cost-to-serve, and ticket patterns, and act on risks proactively
• Represent the customer during incidents involving failed or delayed payouts, compliance holds, and fraud events; coordinate engineering, payment operations, and compliance, and keep customers accurately informed
• Monitor account economics, including GMV, revenue, take rate, payment and rail costs, FX, support costs, and contribution margin
• Own the commercial plan for existing customers; identify and quantify opportunities to grow payment volume and expand into additional products, geographies, rails, and Embedded Accounts, and work with Business Development to convert them
• Maintain a rolling expansion forecast across the customer base and provide monthly visibility to the CCO
• Provide structured product feedback to Product and Engineering on platform needs related to ledgers, tax reporting, payee experience, and age-gating
• Hire and lead Customer Success Managers as the order book converts
• Segment the customer book, set coverage models, and run the function against retention, GMV, and expansion targets

• 7–10+ Years in payments, fintech, embedded finance, or another regulated financial infrastructure business, with significant experience in customer success, implementation, account management, or post-sales leadership
• Experience in a regulated or highly controlled financial infrastructure environment; understanding of how KYB, transaction monitoring, funds segregation, sanctions and fraud controls, and payment returns affect customer experience and operating models
• Experience onboarding customers whose end users receive money through many-to-many flows, not only merchants that accept payments
• Experience building, materially rebuilding, or implementing a Customer Success function, including processes, tooling, reporting, and team
• Commercial fluency in GMV-based pricing, take rates, and cost-plus pricing on rails, and ability to defend fee structures to customers’ finance teams
• Experience managing enterprise-grade customer incidents while maintaining the relationship
• Ability to read API documentation, participate effectively in integration calls with customer engineers, understand embedded widgets or web views, and translate compliance constraints into actionable product changes
• Customer-first and proactive approach, including spotting churn patterns in data, communicating proactively, and providing status updates without prompting
• Будет плюсом: experience with marketplaces, UGC or creator platforms, or gaming; familiarity with payee tax reporting (1099, DAC7) and cross-border payouts; experience hiring and managing high-performing teams

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