Paymentology
201 - 500 employees
Founded 2015
💳 Fintech
☁️ SaaS
🏦 Banking
💰 Seed on 2016-02
Fintech • SaaS • Banking
Paymentology is a payments technology company that provides an issuing and processing platform (Lume) enabling banks, fintechs, digital banks, telcos, remittance providers, governments and other organisations to launch, manage and scale card programmes. The platform supports issuing debit, prepaid, credit, hybrid, virtual, numberless cards, multi-currency and crypto/stablecoin-linked cards, tokenization, BIN sponsoring, card processing, fraud control and 3DS. Paymentology positions itself as a partner for fintechs, neobanks, banks, telcos, remitters, lenders, travel and crypto players, emphasizing real-time data, global multi-currency capabilities, and programme management, plus client portal and data intelligence.
VP Client Success – Experience
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Paymentology
201 - 500 employees
Founded 2015
💳 Fintech
☁️ SaaS
🏦 Banking
💰 Seed on 2016-02
Fintech • SaaS • Banking
Paymentology is a payments technology company that provides an issuing and processing platform (Lume) enabling banks, fintechs, digital banks, telcos, remittance providers, governments and other organisations to launch, manage and scale card programmes. The platform supports issuing debit, prepaid, credit, hybrid, virtual, numberless cards, multi-currency and crypto/stablecoin-linked cards, tokenization, BIN sponsoring, card processing, fraud control and 3DS. Paymentology positions itself as a partner for fintechs, neobanks, banks, telcos, remitters, lenders, travel and crypto players, emphasizing real-time data, global multi-currency capabilities, and programme management, plus client portal and data intelligence.
📋 Description
• Lead the global Client Success & Experience organization, unifying Customer Support and Client Success Operations • Define and execute the future-state client success strategy across all client touchpoints • Build a proactive engagement model focused on adoption, retention, operational excellence, and long-term partnerships • Champion accountability, ownership, client-centricity, and continuous improvement • Develop and mentor leaders across Client Success and Support • Build predictive client health and retention frameworks • Leverage AI and data analytics to identify adoption barriers, growth opportunities, and client risks • Implement AI-assisted support, intelligent case triage, knowledge retrieval, resolution recommendations, and workflow automation • Drive self-service capabilities and establish governance for AI-enabled client experience initiatives • Improve client experience through proactive engagement, transparency, and scalable support models • Deliver visibility into platform health, program performance, reporting, and operational insights • Improve support responsiveness, issue ownership, escalation management, and resolution predictability • Establish client health scoring and operational performance metrics • Reduce manual effort through automation and scalable service delivery • Partner with Product, Engineering, Implementations, Commercial, and Operations teams • Translate client feedback and operational challenges into product and process improvements • Provide executive visibility into client health, satisfaction, retention risks, and growth opportunities • Align client success objectives with broader business strategy
🎯 Requirements
• Strong leadership experience managing global Client Success, Technical Account Management, Customer Support, or Client Operations teams • Deep understanding of client lifecycle management, customer success methodologies, and operational excellence frameworks • Proven ability to lead large-scale transformation initiatives and build high-performing global organizations • Experience with AI, automation, predictive analytics, and self-service technologies • Strong commercial acumen and ability to align operational performance with growth opportunities • Excellent stakeholder management and executive collaboration skills • Data-driven decision-making experience establishing and tracking client success and support metrics • Strong communication, strategic planning, and organizational leadership skills • Ability to thrive in complex, fast-paced, global environments • Bachelor’s degree in Business, Technology, Computer Science, Engineering, or related discipline preferred • Extensive senior leadership experience in Customer Success, Customer Support, Client Operations, or related functions • Experience in fintech, payments, issuer processing, banking infrastructure, financial services, or complex B2B technology • Demonstrated success scaling global teams and improving client satisfaction, retention, adoption, and operational performance • Track record implementing AI-enabled client experience strategies, automation initiatives, and scalable support models • Experience working with executive stakeholders and leading cross-functional transformation programs • Ability to issue invoices as an independent contractor • Must be legally authorised to work in the current country of residence without visa sponsorship or additional work authorisation • Subject to credit, education, identity, employment, criminal, sanctions, and enforcement checks
🏖️ Benefits
• Diverse, global team • Opportunity to contribute to meaningful work and collaborate across markets and functions • Equal opportunity and inclusive workplace • Compensation paid monthly in US dollars • AI-enabled interview recording and transcription for accurate response capture
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