Head of Customer Success: Payments & Embedded Accounts (Fintech)

Location: Fully remote

Company

hirify.global provides an embedded financial platform for the games industry, supporting money movement, payouts, marketplaces, creator economies, rewards, and esports.

What you will do

• Build and own the customer lifecycle from business development handoff through KYB, compliance onboarding, funds-flow setup, technical integration, go-live, and steady state.
• Lead onboarding for initial strategic customers and work directly with product, engineering, finance, compliance, and operations teams.
• Create onboarding checklists, health dashboards, reporting, service-level agreements, and the Customer Success operating model.
• Monitor payout success, returns, settlement timing, GMV, costs, support patterns, and account health to prevent customer risks.
• Coordinate responses to failed or delayed payouts, compliance holds, fraud events, and other enterprise-grade incidents.
• Own retention and expansion plans across payment volume, products, geographies, payment rails, and Embedded Accounts.

Requirements

• 7–10+ years of experience in payments, fintech, embedded finance, or regulated financial infrastructure, with significant customer success, implementation, account management, or post-sales leadership experience.
• Experience with KYB, transaction monitoring, funds segregation, sanctions and fraud controls, payment returns, and regulated operating environments.
• Experience onboarding customers whose end users receive money through many-to-many payment flows.
• Experience building or materially implementing a Customer Success function, including processes, tooling, reporting, and team structure.
• Commercial fluency with GMV-based pricing, take rates, rail costs, and customer fee structures.
• Ability to read API documentation, participate in engineering integration calls, understand embedded widgets or web views, and translate compliance constraints into product requirements.

Nice to have

• Experience with marketplaces, UGC or creator platforms, gaming, or esports.
• Familiarity with payee tax reporting, including 1099 and DAC7, and cross-border payouts.
• Experience hiring and managing high-performing Customer Success teams.

Culture & Benefits

• Fully remote work with team members across the US, Canada, the UK, and Europe.
• High degree of ownership and independence.
• Opportunity to build a Customer Success function and its operating model from first principles.
• Work focused on embedded financial infrastructure for games and real-money movement.