Head of Customer Success

INXY Payments - powering the next generation of international B2B crypto payments. Fast. Simple. Scalable.

🚀  Why join INXY:

• Unicorn trajectory - currently valued at $50M, targeting $1B, growing every month
• Real ownership - your work will directly shape the future of global payments
• Top-tier team - 50+ fintech pros, direct access to founders, backed by world-class investors
• Work your way - remote-friendly, async-first, outcome-focused
• Competitive compensation - salary + bonus + growth path
• Meaningful verticals - clients in SaaS, Payroll, Hosting, TravelTech, Affiliate, and beyond

The role: Head of Customer Success & Support. We’re looking for a hands-on, strategic leader to build and scale our Customer Success and Support functions from the ground up. You’ll own the full customer journey — from onboarding to expansion — and help INXY grow 3x in 2025–2026 by delivering an exceptional client experience. You’ll report to the CRO and collaborate closely with Sales, Product, BizDev, and Tech.

📌 What you’ll do

• Own relationships with strategic accounts: onboarding, QBRs, renewals, expansion
• Build scalable processes for Customer Success and Support from scratch
• Launch support automation: chat, ticketing, knowledge base, AI tools
• Hire, lead, and coach a high-performing CS + Support team
• Collaborate cross-functionally to ensure a unified, client-first experience
• Define and report on key metrics: retention, NRR, CSAT/NPS, ticket resolution
• Turn customer feedback into actionable insights for Product and BizDev
• Optimize our tooling stack - CRM, Helpdesk, feedback systems, and more

✅  What we’re looking for:

• 4+ years in Customer Success or Account Management at a B2B tech company
• Experience with international accounts, ideally in fintech, payments, or SaaS
• Strategic account ownership - you’ve managed clients that matter
• Track record building or scaling CS processes (bonus if from scratch)
• Experience with CS platforms (e.g. HubSpot, Intercom, Zendesk, Freshdesk)
• Familiarity with AI-powered support tools - from chatbots to feedback analysis
• Strong communication and leadership skills
• English fluency required; Polish/Russian a plus
• Ownership mindset - you don’t wait for permission to fix what’s broken

📊 What success looks like:

• High client retention and strong NRR
• Clear expansion motion with strategic accounts
• Scalable support with fast response times and smart automation
• Happy clients measurable through CSAT/NPS
• A motivated team that grows with the company

💰 What we offer

• Competitive salary + bonus
• Remote/hybrid work options
• Budget for learning and development
• English lessons and wellness support
• Be part of a team where your work directly shapes the business

If you’re a strategic thinker, a hands-on builder, and a client-obsessed leader ready to make a dent in B2B payments - we’d love to meet you.