About the Role

As our Customer Success Lead, you will be responsible for ensuring that our clients (primarily businesses using our fintech platform) achieve their desired outcomes and have a great experience throughout their journey with us. In this early-stage startup role, you’ll wear both strategic and tactical hats: setting the foundation for our customer success program while directly managing relationships with our initial customers. You will be the go-to person for onboarding new clients, driving user adoption, and ultimately renewing and growing accounts. This role is pivotal because satisfied, successful customers will fuel our growth through renewals and referrals.

From day one, you will design and execute onboarding plans that help new customers integrate our account-to-account payment solution into their operations smoothly. You’ll educate them on platform features (like how to create customer profiles, initiate payments, review fraud alerts, etc.) and best practices, ensuring they derive maximum value. As clients go live, you will proactively monitor their usage and engagement, reaching out with guidance or support when you see any drop-offs or challenges. You’ll handle regular check-ins and QBRs (Quarterly Business Reviews) for larger clients, providing insights into their usage (e.g., volume of transactions, success rates, any fraud prevented by our system) and aligning on goals. Internally, you will advocate for customers by sharing feedback with product, engineering, and support teams—helping prioritize features or fixes that matter most to our users.

Because this is a lead role in a startup, you’ll also build the frameworks and processes for customer success from scratch. This includes creating playbooks for customer interactions, help center resources, and possibly selecting customer success tools to implement (for tracking customer health, etc.). Over time, as the customer base grows, you’ll have the opportunity to hire and mentor a team of Customer Success Managers/Specialists. The role is full-time in Denver, CO (hybrid or remote work is available). Compensation includes a base salary plus an equity stake, reflecting the importance of this role in our company’s long-term success.

Key Responsibilities

• Onboarding & Training – Guide new customers through a structured onboarding program. This includes kickoff calls to understand their objectives, walking them through technical integration in partnership with Solutions Engineering, training end-users or admins on our dashboard features, and ensuring key stakeholders are comfortable using the platform.

• Customer Relationship Management – Serve as the primary point of contact for a portfolio of customers. Develop strong, trusted relationships with each client, understanding their business model and how our product supports their success. Maintain regular communication (status calls, check-in emails) to keep engagement high.

• Monitor Customer Health – Track customer usage and health metrics. For example, watch onboarding progress, daily transaction counts, feature adoption (are they using our fraud alerts? our reporting dashboard?), and support ticket volume. Proactively reach out to customers if metrics indicate they might be struggling or not fully utilizing the platform.

• Increase Adoption & Value – Identify opportunities for customers to get more value from our platform. This could mean suggesting they enable certain features (like adding multi-factor authentication for security, or exploring a new “Pay by Bank” feature we released) or providing tips on optimizing their workflows. Create and share best practice guides.

• Issue Escalation & Advocacy – Act as the customer’s advocate internally. When a customer raises a concern or hits a roadblock (be it a technical issue or a missing feature), you ensure it’s addressed by liaising with the Product Support or Engineering team. Keep the customer informed and follow through to resolution. Similarly, gather and relay customer feedback and feature requests to the Product team in a structured way.

• Renewals & Expansion – Own the renewal process for your customers. Well ahead of contract end dates, engage stakeholders to review the value delivered, address any concerns, and secure renewal commitments. Identify expansion opportunities – such as additional transaction volume, new use cases, or referrals to other divisions – and work with Sales (if separate) to pursue them.

• Build Customer Success Processes – Develop playbooks and documentation for customer success activities, ensuring we deliver a consistent, high-quality experience. For example, standardize the onboarding checklist, create a template for business reviews, and define a customer health scoring system. Implement tools (CRM/CSM software) to track touchpoints, satisfaction (possibly via NPS surveys), and outcomes.

• Cross-Functional Collaboration – Collaborate with Marketing to produce case studies or testimonials from happy clients. Work with Compliance or Risk teams if a customer needs guidance on meeting regulatory requirements via our platform. Coordinate closely with the Customer Support Specialist to spot patterns in support queries and pre-empt issues through education.

• Team Leadership & Growth – As the lead, mentor any future customer success hires. Share knowledge and train them on the product and our customer success approach. Help define the customer success team culture. Eventually, manage a team of CSMs, including setting their priorities and overseeing their customer accounts.

Required Qualifications

• Customer Success Experience – 5+ years in customer success, account management, or a related client-facing role in a B2B software/SaaS environment. You should have managed business customers through onboarding to renewal, preferably with mid-market or enterprise clients.

• Domain Knowledge – Familiarity with fintech, banking, or payments is highly preferred. You should understand, or be able to quickly learn, concepts like payment processing flows, basic compliance (KYC, AML) requirements, and what matters to customers using a financial technology platform.

• Exceptional Communication – Strong verbal and written communication skills. Able to convey complex concepts in simple terms, whether it’s training a user on a new feature or drafting a quarterly summary of ROI for an executive audience. Active listener who can empathize with client concerns.

• Strategic Thinking & Proactivity – Capable of seeing the big picture for each account. You anticipate needs and problems before they arise, and take initiative to address them. For example, you might notice a client’s usage dipped and proactively investigate why. You always look for ways to add value.

• Project Management Skills – Highly organized and able to manage multiple customer projects and timelines simultaneously. Experience creating project plans for onboarding or rollout. Able to keep track of many moving parts and follow up diligently.

• Problem-Solving – Adept at resolving issues and marshaling the right resources to solve problems. You remain calm under pressure and instill confidence in clients even when troubleshooting challenges.

• Relationship-Building – Demonstrated ability to build rapport and trust with clients at various organizational levels. Comfortable engaging with both day-to-day users and senior decision-makers.

• Adaptability – Experience working in a fast-paced environment where priorities can change rapidly. Startup experience is a plus; if not, an enthusiastic willingness to adjust and create structure on the fly is essential.

• Tech Savvy – Comfortable using CRM or Customer Success software to track client interactions. Proficient in productivity tools (spreadsheets, presentation software) to analyze data and present results. Able to learn the ins and outs of a complex technical product to the degree you can teach it.

Preferred Qualifications

• Fintech Startup Background – Direct experience in an early-stage startup, especially in fintech or SaaS, where you might have set up customer success processes from scratch or worked with a small team to manage a growing customer base.

• Technical Acumen – While this is not an engineering role, the more technically oriented you are, the better. Experience working with clients on API-based or software integrations, or the ability to understand APIs and technical documentation, will help in guiding customers (in partnership with Solutions Engineering).

• Metrics-Driven – Experience defining and tracking customer success KPIs such as churn rate, net retention, product adoption metrics, NPS/CSAT scores. Ability to analyze these metrics to derive insights and action plans.

• Leadership – Previous leadership or mentorship experience, such as having led a small CS/team or coached peers. Experience interviewing or hiring CSMs would be a bonus as we anticipate team growth.

• Industry Certifications – Any Customer Success certifications (e.g., Certified Customer Success Manager) or training in account management methodologies is a plus, showing dedication to best practices in the field.

• Education – Bachelor’s degree in Business, Communications, or related field. An MBA or other advanced degree could be advantageous but is not required.