Customer Success Lead

About the Opportunity
The hiring organization is seeking a Client Success Lead for a full-time, remote role in the United States. In this role, the Client Success Lead acts as the primary post-sale point of contact for merchant partners, establishing long-term relationships, maximizing partner value, and supporting mutual business growth. The position partners across analytics, product, marketing, credit, and technical teams to optimize merchant performance, drive product adoption, identify expansion opportunities, and maintain account health.
Key Responsibilities
Deliver a proactive client management strategy to encourage growth and retention across merchant accounts.
Identify upsell and cross-sell opportunities to enhance client value and devise strategies to capture them.
Provide prompt and effective support to resolve client needs, inquiries, and operational issues.
Conduct regular performance reviews and gather client feedback to ensure strategic alignment.
Collaborate cross-functionally with internal teams to execute client-support strategies and address partner requests.
Align client goals with internal priorities and project deliverables.
Stay informed on industry trends and market developments to anticipate client requirements.
Maintain a thorough understanding of the organization's products and services to guide clients effectively.
Demonstrate adaptability and resourcefulness in dynamic environments.
Required Qualifications
Bachelor's degree.
At least 3 to 5 years of account management or client-facing experience.
Excellent written and verbal communication skills.
Strong interpersonal skills with the ability to build rapport with clients and cross-functional stakeholders.
Demonstrated ability to work independently, collaborate with a team, and manage multiple priorities in high-pressure environments.
Proficiency in CRM software (such as Salesforce) and the Microsoft Office suite.
Work authorization in the United States without employer sponsorship, as visa sponsorship is not available for this role.
Preferred Qualifications
Experience in the financial technology industry.
Knowledge of marketing technologies and e-commerce platforms.
Work Location and Schedule
This is a full-time, remote-first position that can be performed from within the United States.
In-person attendance is required for an introductory onboarding program, and occasional office visits may be required depending on business needs.
Compensation and Benefits
Compensation is structured around On Target Earnings (OTE), which includes an annual base salary and a sales incentive target. Placement within the range is determined by location, experience, and job-related skills, with new hires typically starting toward the beginning of the range:
California, Washington, New York, New Jersey, and Connecticut: $125,000 - $187,500 per year OTE.
All other U.S. locations: $110,000 - $172,500 per year OTE.
Total compensation includes equity incentives and access to an employee stock purchase plan. The organization also provides a comprehensive benefits program that includes medical, dental, and vision coverage, paid time off, paid company holidays, and monthly stipends for wellness and technology expenses.
Equal Opportunity and Accommodations
Accommodations are available for candidates with disabilities throughout the interview process. In accordance with applicable local fair chance ordinances, qualified applicants with arrest and conviction records will be considered for employment, including in San Francisco and Los Angeles.

Work arrangement
Yes