Customer Success Lead

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🔥 8 minutes ago

🌐 Egypt, Jordan – Remote

🇪🇬 Egypt – Remote 🇯🇴 Jordan – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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MoneyHash

WebsiteLinkedInAll Job Openings

11 - 50 employees

💳 Fintech

☁️ SaaS

🤝 B2B

💰 Pre Seed Round on 2022-01

Fintech • SaaS • B2B

MoneyHash is Africa and Middle East’s first all-in-one flexible payments and revenue operations platform, designed to cover all payment needs. The company focuses on helping businesses build, optimize, and scale their payment infrastructure efficiently at any stage of growth. MoneyHash provides a full-stack solution that accelerates payment processes and enhances go-to-market speed. Their platform offers a wide range of payment methods, including cards, wallets, bank transfers, crypto, and BNPL, making it easy for users to enter new markets with localized solutions. MoneyHash is ideal for software platforms, merchant aggregators, virtual wallets, eCommerce, and SaaS businesses, providing seamless integrations and payment features through its Super-API infrastructure.

📋 Description

• Lead and mentor a team of Customer Success Managers • Build and implement scalable customer success processes for payment infrastructure challenges • Define and monitor SLAs to optimize team performance • Own customer ticket management and prioritization • Develop analytics frameworks to track payment-specific success metrics and predict merchant health • Create and maintain a customer-facing knowledge base covering payment integration, guides, and troubleshooting • Partner with Solution Engineers on merchant implementation projects and technical escalations • Coordinate incident response workflows during payment disruptions • Collaborate with Solution Engineers, Technical Support, Product, and Commercial teams • Identify expansion opportunities and develop intervention strategies for at-risk merchants • Lead root cause analysis initiatives for payment processing issues • Learn the MoneyHash platform and payment ecosystem, meet customers and internal teams, and take ownership of customer relationships and outcomes

🎯 Requirements

• 5+ years in customer success, account management, or related role • At least 2 years in a leadership capacity • Experience with B2B SaaS or fintech companies, preferably in payments, financial services, or merchant-facing platforms • Deep understanding of payment processing, payment orchestration, and provider networks • Proven track record of building and scaling customer success processes and teams • Ability to understand and explain complex payment concepts to non-technical stakeholders • Strong analytical skills with experience using data to drive customer outcomes and team performance • Clear communication in English with technical and non-technical stakeholders • Comfort operating in ambiguity and defining structure as you go • Experience managing customer relationships during high-stakes technical incidents

🏖️ Benefits

• Stock options • Health insurance • Professional development stipend • Wellness stipend • Tech allowance • Equipment financing program • Annual in-person retreat • Team engagement initiatives • Remote-first work across EMEA time zones

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