MoneyHash is hiring a Customer Success Lead to lead and mentor a team of Customer Success Managers at our fast-growing early-stage fintech startup. We are building API-based payment infrastructure, and you will develop scalable customer success processes, own ticket management, and collaborate cross-functionally to ensure merchant success.
What You'll Do
- Lead and mentor a team of Customer Success Managers, developing their capabilities around complex payment scenarios and merchant relationship management
- Build and implement scalable customer success processes that address the unique challenges of payment infrastructure
- Define and monitor SLAs to optimize team performance
- Own the customer ticket management and prioritization process
- Develop analytics frameworks to track payment-specific success metrics and predict merchant health based on transaction data and payment patterns
- Create and maintain a comprehensive customer-facing knowledge base covering payment integration, how-to guides, and troubleshooting
- Partner closely with Solution Engineers on merchant implementation projects and technical escalations
- Coordinate incident response workflows that minimize merchant business impact during payment disruptions
- Collaborate cross-functionally with Solution Engineers, Technical Support, Product, and Commercial teams to address merchant needs and unlock new growth opportunities
- Identify expansion opportunities and develop proactive intervention strategies for at-risk merchants
- Lead root cause analysis initiatives for payment processing issues, balancing urgency with thoroughness
What We're Looking For
- 5+ years in customer success, account management, or a related role
- At least 2 years in a leadership capacity
- Experience with B2B SaaS or fintech companies, preferably in payments, financial services, or merchant-facing platforms
- Deep understanding of payment processing, payment orchestration, and provider networks
- Proven track record of building and scaling customer success processes and teams
- Comfortable with understanding and explaining complex payment concepts to non-technical stakeholders
- Strong analytical skills with experience using data to drive customer outcomes and team performance
- Ability to communicate clearly in English with both technical and non-technical stakeholders
- Comfortable operating in ambiguity and defining structure as you go
- Experience managing customer relationships during high-stakes technical incidents
Team & Environment
You will join a growing team, specifically the Customer Solutions & Delivery team, collaborating with product, business, operations, and technical teams.
Work Mode
This is a remote position. Candidates must be based in Cape Town, Western Cape, South Africa.
We build our culture on respect, humility, flexibility, and a willingness to learn.
