About This Role
This role is for a founding Customer Success leader for ZBD's new Embedded Payouts and Embedded Accounts business stream. The successful candidate will own the customer journey from contract through integration, first transaction, ongoing account health, and expansion, focusing on operational, technical, compliance, and commercial aspects in a regulated financial infrastructure environment.
Responsibilities
- Build the operating model before building the team around it
- Define how a customer goes from contract to live payouts
- Define how the company supports customers once money is moving
- Define how to grow customers into additional rails, geographies, titles, and Embedded Accounts
- Hire and lead the team as the customer base grows
- Build playbooks, tooling, reporting, and the operating model
- Personally manage the first strategic customers
- Support sales by joining business development calls to explain onboarding, operation, and support
- Help prospects and their finance and compliance teams become comfortable moving money with ZBD
- Define and operate the customer journey from business development handoff, KYB, compliance onboarding, funds-flow setup, technical integration, go-live, and steady state
- Set the SLA for signed-to-live and own performance against it
- Manage the customer onboarding process, including working directly with their product, engineering, and finance teams
- Take personal responsibility for early deals
- Build onboarding checklists, health dashboards, and a weekly Customer Success report for commercial leadership
- Build the account health model, monitoring payout success and return rates, settlement timing, GMV trends, cost-to-serve, and ticket patterns, and act on them proactively
- Be the customer's voice in every incident: failed or delayed payouts, compliance holds, fraud events
- Coordinate engineering, payment operations, and compliance, keeping the customer informed with precision
- Understand and monitor the economics of each account, including GMV, revenue, take rate, payment/rail costs, FX, support costs, and contribution margin
- Own the commercial plan for the existing customer base, identifying and quantifying opportunities for increased payment volume, additional products, geographies, rails, and embedded accounts
- Work with business development to convert commercial opportunities
- Maintain a rolling expansion forecast across the customer base and provide monthly visibility to the CCO
- Provide structured feedback for product requirements to Product and Engineering regarding ledgers, tax reporting, payee experience, and age-gating
- Hire and lead Customer Success Managers as the order book converts
