Head Of Customer Success (Fintech)

TL;DR

Head of Customer Success (Fintech): Leading and scaling the customer success department to drive merchant satisfaction, retention, and growth within the payment orchestration ecosystem. Focus on building high-performing teams, optimizing the onboarding lifecycle, and translating complex payment concepts into actionable merchant value.

Location: Must be based in Limassol, Cyprus

Company

hirify.global is a fintech company specializing in payment orchestration and gateway solutions for merchants.

What you will do

• Lead, mentor, and scale the customer success team to foster a customer-centric culture.
• Develop and implement strategies to enhance merchant retention, expansion, and overall satisfaction.
• Oversee the end-to-end merchant onboarding process to ensure seamless platform adoption.
• Define and track key performance indicators to measure team effectiveness and merchant health.
• Collaborate with Product and R&D teams to drive continuous platform improvement based on customer feedback.
• Identify and execute opportunities for upselling and cross-selling additional services.

Requirements

• 8+ years of experience in customer success or account management, with at least 3 years in a leadership role.
• Proven experience in the online payments industry (payment gateways, PSPs, or acquirers).
• Strong understanding of SaaS platforms and the fintech ecosystem.
• Demonstrated ability to build and lead high-performing teams.
• Fluency in English is required.
• Experience with CRM tools such as HubSpot.

Culture & Benefits

• Competitive salary aligned with experience.
• Comprehensive medical insurance with full health coverage.
• Sports benefit program.
• Complimentary snacks and beverages in the office.
• Regular happy hours and team events.
• Paid sick leave.