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: 8+ 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). You have owned outcomes, not activities, and you can describe the difference in concrete terms.
• 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.
• 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.