Customer Success Leader

As the founding Customer Success Leader for ZBD's payments business, the full-time remote position will manage the customer journey from contract signing through integration and ongoing account health, while building the operating model and team to support embedded payouts and accounts. Key responsibilities Define and operate the customer lifecycle from onboarding to go-live and ongoing support Manage customer onboarding processes and build necessary tooling and reporting systems Own account retention by monitoring account health metrics and proactively addressing customer needs Required qualifications 7-10+ years in payments, fintech, or regulated financial infrastructure with experience in customer success or account management Familiarity with KYB, transaction monitoring, and compliance in a financial environment Experience onboarding customers with many-to-many payment flows Proven track record in building or significantly improving a Customer Success function Commercial fluency in GMV-based pricing and payment structures