Director of Customer Success

Job Description

About Pockyt

Pockyt is building the AI-native infrastructure for global money movement. We give merchants a single platform to accept payments from anywhere, send money globally, and manage funds through Global Virtual Accounts and stablecoins — but our ambition runs deeper than the rails themselves. We're architecting the connective tissue that lets money move across borders the way information moves across the internet: instantly, intelligently, and autonomously.

We serve a wide spectrum of merchants, from sophisticated enterprise platforms running complex multi-currency operations to the next generation of AI-powered startups, including the one-person unicorns we believe are about to reshape the global economy. Today, that means one integration, one account view, and one place to track everything. Tomorrow, it means a financial layer that AI agents can natively transact on — where money flows are orchestrated, optimized, and reconciled without human bottlenecks.

Our mission is to make global commerce frictionless. We're not building another payments platform. We're building the operating system for how value moves in an agentic, borderless economy.

The Mission

Most Customer Success leaders inherit a machine and are asked to keep it running. You'd be building the machine. Here's the part that matters for you: the hard, expensive work of winning merchants is already done. We have a strong, signed portfolio. What we don't yet have is someone whose entire job is to turn that book into a growth engine that compounds. That's the seat.

We're hiring a Director of Customer Success to own the retention and expansion of our signed accounts — and to stand up the function that makes it repeatable. No settled playbook to defend, no legacy process to unwind. You get to decide how this team operates: the rhythm, the save plays, the expansion motion, the way wins get measured. Then you get to run it against real revenue and watch it move.

You'll report directly to the CEO, inherit an experienced Account Manager on day one, and grow the team from there. You'll sit at the center of the company — Product, Solutions, Compliance, and Sales all run through your book. The mandate is easy to say and rare to do well: keep the merchants we've won, grow them, and prove which of that growth you drove.

If you've been waiting for the seat where you build the function instead of maintaining it — this is it. You'll become the executive owner of the customer relationship after the contract is signed, ensuring every merchant has a clear advocate inside Pockyt and a trusted advisor outside of it.

What You'll Own

This is a role with a scoreboard. Your variable comp is tied to the health of the portfolio, measured on the wins you can attribute:

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• Net Revenue Retention (NRR) across the signed book
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• Gross / logo retention — the accounts and revenue we keep
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• Expansion revenue — new payment-method activations, sub-merchant onboards, upsells, and the processing volume they generate
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• Reactivation of dormant accounts
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• Attributable portfolio volume growth — processing volume growth the CS motion actually caused
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• Own Executive relationships — across strategic accounts, including customer health, stakeholder engagement, business reviews, and long-term partnership development.
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And here's the philosophy that makes this seat different. Credit is for attributable wins only: growth that Customer Success actually drove, cleanly separated from organic merchant growth that would have happened anyway. That distinction is the craft of the role. You'll build the real-time intervention and expansion logging that evidences every win as it happens, and partner with data/reporting to stand up the dashboards that make retention and expansion measurable. Most CS orgs never draw this line. You'll be measured on it — and you'll have the mandate and the tooling to earn it cleanly.

What You'll Do

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• Lead and coach the team. Run a consistent 1-on-1 and pipeline cadence, set the bar, develop the people you have, and hire as the book grows. You're a coach first.
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• Build the retention motion. Stand up early at-risk sensing and structured save plays, so churn gets caught before it happens instead of explained after.
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• Build the expansion motion. Make method-activation and upsell systematic across the whole book — a repeatable play, not something that depends on which AM remembers.
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• Instill attribution discipline. Put the logging and evidence habits in place that separate CS-driven wins from organic growth, and hold the team to them.
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• Operate at the center. Work with Product and Solutions on what unblocks accounts, Compliance on what keeps them live, and Sales on the handoff into your book.
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• Own the forecast and the story. Own the retention and expansion forecast and report portfolio health to leadership on a cadence they trust.
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• Own the customer journey. Coordinate Product, Solutions, Payment Operations, Compliance, Marketing, and Sales to remove blockers and deliver a seamless customer experience.
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What We're Looking For

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• [7–10+] years in Customer Success or Account Management, including [3+] years leading a team
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• Payments, fintech, or B2B SaaS background — you're fluent in merchant economics and how payment rails actually work
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• A track record of personally owning NRR / retention and expansion targets and moving them on a real book
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• Experience managing enterprise or strategic accounts with multiple executive stakeholders and complex implementation or onboarding cycles.
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• Data-fluent — you reach for the dashboard before the meeting, and you're rigorous about what a number does and doesn't prove
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• A coaching-first people leader who builds teams and develops the ones you have
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Nice to Have

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• Cross-border payments experience
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• Familiarity with global wallet and alternative-payment-method ecosystems
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• You've had to separate attributable vs. organic growth before — and defend which wins were yours
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• Experience partnering with Product, Marketing, and Operations teams to improve customer adoption and launch new products successfully
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Why This Role

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• A book worth building on. The accounts are signed. You start with real revenue to retain and expand, not a cold list to chase.
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• Founder-level ownership. You report to the CEO, define the function, and own the number — with the visibility and scope that come with it.
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• A frontier company. Build at the intersection of AI and global payments, for merchants moving money across payment methods most platforms can't touch.
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• Room to grow into more. This is the first CS leadership seat. As the portfolio scales, so does the scope — team, function, and a path toward broader go-to-market leadership.
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Compensation

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• Competitive base salary plus target variable compensation tied to measurable customer retention, expansion, and revenue outcomes
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• Employer-paid health insurance, 401(k) match, and unlimited PTO
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