Our client, a reputable smart payment cashier software company, is currently looking for a Head of Customer Success - Payments / PSPS current experience is a must.
Job Title: Head of Customer Success
Department: Tech - CSM
Reports To: CTO
Job Type: Full-time
Job Summary:
- Our Client is looking to hire a Business oriented and enthusiastic Head of Customer Success for our offices in Limassol.
- The Head of Customer Success will have a proven track record of driving customer satisfaction, retention and growth.
- As the department manager, the ideal candidate will lead a dedicated team focused on ensuring our merchants achieve maximum value from our platform, from initial onboarding through long-term engagement.
Roles & Responsibilities
- Lead, mentor and grow the CSM teams, fostering a customer-centric culture and ensuring high performance.
- Develop and implement strategies to enhance customer satisfaction, retention and expansion.
- Oversee the merchant onboarding process, ensuring a seamless and positive experience.
- Build and maintain strong relationships with key customers, act as a trusted advisor and advocate for their needs within the company.
- Define and track KPIs to measure the effectiveness of the CSM teams.
- Gather and analyze customer feedback to identify trends and insights and collaborate with Product and R&D teams to drive continuous improvement.
- Develop strategies to drive renewals and identify opportunities for upselling and cross-selling additional products and services.
- Create and maintain customer success resources, such as training materials, documentation and best practice guides.
Required Qualifications
- 8+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.
- Proven experience in the online payments industry, including payment gateways, payment orchestration, PSPs, acquirers, and merchant-facing environments.
- Strong understanding of payment systems, SaaS platforms, and the broader fintech ecosystem.
- Proven ability to build, mentor, and lead high-performing customer success teams.
- Strong customer and service orientation, with a demonstrated ability to deliver exceptional customer experiences and maintain high service standards.
- Ability to clearly communicate knowledge, processes, and guidelines to merchants and internal stakeholders.
- Capable of translating technical, operational, and payment-related concepts into clear merchant-level understanding.
- Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making.
- Excellent verbal and written communication skills.
- Strong organizational and project management skills.
- Experience with CRM tools such as HubSpot.
- Knowledge of customer success methodologies and frameworks.
- Fluency in English is required.
What do we offer
- Approx 6k Gross x 13th +
- Competitive Salary – aligned with your experience
- Comprehensive Medical Insurance – full health coverage for your peace of mind
- Sports Benefit – supporting your active lifestyle
- Complimentary Snacks & Beverages – enjoy refreshments throughout the day
- Happy Hours & Team Events – because great work deserves great moments
- Paid Sick Leave – your health and wellbeing come first
- And Much More – additional perks designed to make your experience rewarding and enjoyable
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Head of Customer Success - Payments / PSPS a must with reference number 4312.
Or you can apply directly through your candidate login by hitting the APPLY button.
