Accel Customer Success Lead
Posted Updated 6
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You will own strategic customer relationships throughout onboarding, payment operations, support, and ongoing account engagement. You will act as the primary contact for escalations and payment-related queries, coordinate resolution of transaction issues with relevant functions and partners, monitor payment and settlement activity, and improve onboarding, support, and customer-success processes. You will also support account expansion, product rollouts, and operational scaling.
Responsibilities
- Manage strategic customer relationships across onboarding, payment operations, support, and account engagement
- Serve as the primary contact for operational escalations, payment queries, and critical customer issues
- Coordinate the resolution of transaction issues and operational exceptions with compliance, operations, banking partners, and product teams
- Build relationships with customer stakeholders in finance, treasury, operations, and compliance
- Deliver a high-quality customer experience throughout the customer lifecycle
- Identify improvements to customer workflows, onboarding journeys, operational efficiency, and support processes
- Monitor payment flows, settlement timelines, reconciliation issues, and operational risks
- Develop scalable customer-success processes, knowledge bases, onboarding playbooks, and training materials
- Support customer expansion, product rollouts, and operational scaling initiatives
Requirements
- 4–6 years of experience in fintech, payments, banking, PSPs, or cross-border infrastructure businesses
- Background in customer success, client operations, account management, or payment operations
- Experience managing enterprise or high-value B2B customers
- Understanding of payment flows, settlement operations, transaction lifecycles, and operational support processes
- Communication and stakeholder management skills
- Organizational and problem-solving abilities with attention to detail
- Ability to work in a fast-paced startup or high-growth environment with evolving processes
- Experience with Zendesk, Jira, and AI-powered customer operations platforms