VP Client Success & Experience

Paymentology
Lisbon, Bucharest, Dublin, Riga, Vilnius, Warsaw, Bulgaria, Sweden, Athens, Madrid, Estonia, Oslo, Croatia, Greece, Poland, Spain, Latvia, Lithuania, Norway
Workplace: RemoteContractFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Leadership","Stakeholder management","Data-driven decision-making","Strategic planning","Organizational leadership"]

Lead and transform the global post-onboarding Client Success & Experience organization, unifying Customer Support and Client Success Operations into a single function. Own client outcomes across adoption, retention, operational excellence, and long-term partnership success. Build a proactive, AI-enabled client success model using predictive analytics, automation, and self-service capabilities, and establish governance, metrics, and executive visibility. Partner with Product, Engineering, Implementations, Commercial, and Operations to turn client feedback into actionable improvements.

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FursaFursa
Paymentology
Paymentology
1 month ago

VP Client Success & Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Lead and transform the global post-onboarding Client Success & Experience organization, unifying Customer Support and Client Success Operations into a single function. Own client outcomes across adoption, retention, operational excellence, and long-term partnership success. Build a proactive, AI-enabled client success model using predictive analytics, automation, and self-service capabilities, and establish governance, metrics, and executive visibility. Partner with Product, Engineering, Implementations, Commercial, and Operations to turn client feedback into actionable improvements.
Location: Lisbon, Bucharest, Dublin, Riga, Vilnius, Warsaw, Bulgaria, Sweden, Athens, Madrid, Estonia, Oslo, Croatia, Greece, Poland, Spain, Latvia, Lithuania, Norway
Workplace: Remote
Employment Type: Contract
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead the global Client Success & Experience organization by unifying Customer Support and developing Client Success Operations into a unified function.
  • •Define and execute a future-state client success strategy to ensure seamless, consistent experiences across touchpoints.
  • •Build proactive client engagement models focused on adoption, retention, operational excellence, and long-term partnership success.
  • •Develop predictive client health and retention frameworks using AI and analytics to identify risks and opportunities early.
  • •Partner cross-functionally with Product, Engineering, Implementations, Commercial, and Operations to translate client feedback and friction into actionable improvements.

Key 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 leveraging AI, automation, predictive analytics, and self-service technologies to improve client outcomes and operational efficiency.
  • •Strong stakeholder management skills with the ability to influence and collaborate across executive leadership teams.
Experience:FintechPaymentsBanking infrastructureFinancial servicesB2B technology
Education:Bachelor's in Business, Technology, Computer Science, Engineering, or a related discipline
Skills:LeadershipStakeholder managementData-driven decision-makingStrategic planningOrganizational leadership
Tech Stack:AIData analyticsPredictive analyticsAutomationSelf-serviceKnowledge retrievalWorkflow automation

Company Brief

Paymentology
Provides cloud-based card issuing and payment processing infrastructure for banks, fintechs, and brands. The platform supports card programs, transaction processing, and lifecycle management across global payment networks.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2015
WebsiteLinkedIn