Customer Success & Support

Posted 06 November 2025
Salary 140000-150000
Job type Permanent
Discipline Technology Sales
Reference75233
Remote working Remote

Job description

We’re seeking a Customer Success & Support Lead to build and scale how we engage, support, and retain our customers. This role blends strategic ownership with hands-on execution, covering everything from support operations to proactive customer success.

You’ll shape how users experience our platform end-to-end — from onboarding and adoption to advocacy and expansion. This is a rare opportunity to design the customer function from the ground up in a high-growth fintech environment that combines financial services, blockchain technology, and developer infrastructure.

Key Responsibilities

Customer Support Leadership

  • Lead a lean customer support function — set SLAs, manage escalations, and maintain high-quality, timely responses.

  • Oversee ticket flows, define processes, and directly engage on priority cases when needed.

  • Establish systems to track customer issues, surface trends, and coordinate with engineering and operations to drive resolution.

Customer Success Strategy

  • Own onboarding, adoption, retention, and satisfaction across customer segments.

  • Define success metrics and engagement playbooks for different user types.

  • Proactively identify churn risks and growth opportunities, and collaborate with Sales or Product teams to address them.

Process & Tooling Optimization

  • Design and implement efficient workflows that improve support responsiveness and success outreach.

  • Integrate automation tools (e.g. CRM, helpdesk, no-code automations) to scale operations efficiently.

  • Build feedback loops between customer-facing teams and Product/Engineering to inform roadmap priorities.

Data-Driven Operations

  • Define and track KPIs including CSAT, NPS, response times, retention, and expansion.

  • Analyze usage data to identify trends, friction points, and upsell opportunities.

  • Build and maintain dashboards to share customer insights across the organization.

Customer Advocacy

  • Serve as the voice of the customer — capture insights and build narratives that influence product, design, and operational decisions.

  • Translate feedback into actionable improvements that enhance product usability and customer satisfaction.

Team Growth & Culture

  • Recruit, mentor, and develop a high-performing team.

  • Set standards for empathy, professionalism, and customer-centric thinking.

  • Foster a culture of accountability, learning, and continuous improvement.

Qualifications

  • 3–5+ years of experience in customer-facing roles, ideally spanning both customer support and customer success functions.

  • Proven success in a high-growth B2B fintech or SaaS environment.

  • Strong ability to balance strategic thinking with hands-on execution.

  • Technically proficient — comfortable understanding product workflows, APIs, and backend systems; able to collaborate with engineers to diagnose issues.

  • Familiar with automation and analytics tools (e.g. SQL, BI dashboards, or no-code tools like Airtable/Zapier).

  • Excellent written and verbal communication skills; able to adapt messaging for executives, technical teams, and end users alike.

  • Empathetic, process-oriented, and proactive in driving structure where needed without overcomplicating workflows.