Customer Success Lead

What You’ll Be Doing

• End-to-End Account Ownership: Manage a targeted portfolio of strategic accounts. Serve as the primary owner from initial onboarding and launch through ongoing expansion, deeply understanding each customer’s business roadmap.
• Drive Account Growth: Establish and execute the expansion thesis for each customer relationship. Build compelling business cases in close collaboration with customers to ensure strong alignment, clear value, and shared conviction.
• Executive Relationship Management: Act as the trusted first point of contact for anything touching money movement. Earn this strategic positioning by delivering substantive value and insight, rather than superficial networking.
• Product Feedback Loop: Act as an opinionated advocate for customer needs by translating their feedback into sharp, actionable inputs for Product and Engineering.
• Strategic Business Reviews: Design and deliver numbers-first, highly strategic business reviews that customers genuinely value and can confidently share with their own leadership teams.

What We Are Looking For

• Experience: 5+ years in high impact customer success, strategic account management, or enterprise partnerships at a fast-moving, deeply technical company (ideally fintech, payments, or complex B2B SaaS).
• Data-Driven Strategy Mindset: An analytical, systems-level thinker who relies heavily on data and financial metrics to prove value and drive customer satisfaction.
• Executive Communication: Exceptional ability to command a room, navigate highly complex multi-stakeholder environments, and seamlessly translate deeply technical product capabilities into tangible business value.
• High Leverage with AI: An AI-native builder who uses frontier tools daily to multiply individual output, bringing a sharp, seasoned point of view on where AI provides genuine utility versus where it simply adds noise.
• Technical & Product Fluency: High comfort level collaborating with product and engineering leaders to systematically evaluate which customer requests warrant architectural changes.

Location

Ability to work onsite at our HQ office in Los Angeles, CA.

Nice to Have

• A background in payments, fintech or crypto.
• Experience as the first or second CS hire at a company that scaled past you.
• A network across fintechs, exchanges, neobanks, treasury, and remittance — the spaces our customers live in.