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Were looking for a Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption to the next level.
As a Customer Success Manager, youll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 customers, helping them achieve maximum value from the platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.
* Working Days - Monday to Friday
What You'll Own:
Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
Schedule and prepare Success Business Reviews for customers, with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.
Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote adoption of the product.
Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the platform, and showing them the Art of the possible.
Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for .
Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
Work with the internal Account team and Customer to develop a Success Plan outlining how addresses their immediate/future needs (including metrics for success).
Monitor customer health to reach out to customers before risks escalate and identify remediation options.
Partner with Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

We are seeking an experienced and strategic Relationship Director to lead key client partnerships and oversee a growing team of Relationship Managers responsible for enterprise clients across a variety of verticals.
In this high-impact role, you will take direct ownership of some of our largest and most strategic customers, while also coaching and developing your team to deliver exceptional results. Youll act as a trusted advisor to C-level stakeholders, deeply understand each clients unique business needs, and proactively guide them in leveraging our modular and scalable fintech platform.
Your leadership, industry insight, and commercial drive will be instrumental in shaping the long-term success of your clients and the continued growth of key verticals within our portfolio.
Responsibilities:
Be an expert in e-commerce and payments with direct, relevant experience ideally in card acquiring, APMs, gateway and treasury-related services.
A proven ability to lead and coach a commercial team.
Motivated to build and develop a small team.
Have responsibility for continually raising the standard of the Relationship Managers to become both commercial and payment experts.
Commercially orientated; adept at selling complex, technology-based solutions
Able to quickly form new and meaningful relationships externally and internally.
Highly numeric with an ability to review transaction and commercial data to understand trends and generate business insights and meaningful recommendations.
Comfortable operating in a fast-paced and demanding environment where solutions are not always immediately obvious.
Adept at engaging with and presenting to C-level stakeholders.
Be able to travel with some regularity for customer meetings and industry events.

We're looking for an exceptional Customer Experience (CX) Team Lead to champion the success of our SMB customers at our company. This isn't just about service; it's about leading a dynamic, multidisciplinary squad (spanning commercial, technical, product, and operational expertise) with a singular mission: to significantly enhance the customer journey, drive growth, and boost retention for customers not managed by a dedicated CSM.
If you're a passionate people leader, a sharp, data-driven decision-maker, and relentlessly curious about uncovering insights and delivering continuous improvements, this role is for you. You'll be instrumental in shaping how our SMB customers experience our company, directly impacting their satisfaction and our commercial outcomes.
Key Responsibilities
Multidisciplinary Team Leadership: Lead, mentor, and empower a diverse squad of CX professionals. Foster a high-performance, customer-obsessed culture, ensuring your team is equipped to deliver exceptional value across all touchpoints.
Strategic CX & Commercial Growth: Develop and execute strategies to elevate customer satisfaction, loyalty, and advocacy. Proactively identify and drive initiatives that improve renewal rates, uncover upsell opportunities, and contribute directly to revenue growth for our SMB segment.
Data-Driven Performance & Improvement: Establish, monitor, and report on key performance indicators (KPIs) related to customer retention, satisfaction, and revenue. Utilize data and customer feedback to identify process improvements, refine service offerings, and innovate our CX tactics.
Customer Insight & Advocacy: Maintain a close pulse on customer needs and challenges, gathering insights that inform product development, service enhancements, and overall business strategy. Act as the voice of the customer within our company.
Cross-Functional Collaboration: Partner closely with Sales, Marketing, Product, and CS teams to ensure seamless customer journeys and aligned strategies that support customer success and business objectives.

We Are seeking a visionary Head of Customer Experience to architect and drive the scaling of our CX operations. You will be responsible for optimizing and driving the efficiency of our metrics and strategy to support rapid growth. With a deep understanding of customer behavior and how large-scale CX teams operate, youll guide us in delivering exceptional experiences at scale while championing the voice of the customer across the organization. This is a key role for someone ready to shape the future of CX.
Responsibilities
Global Leadership & Team Growth:
Lead, mentor, and develop a high-performing global team of Customer Experience Specialists based in Tel Aviv and Richmond, Virginia.
Set clear goals, foster continuous improvement, and ensure alignment with company objectives.
Be a hands-on leader, guiding the team through complex customer scenarios.
Travel to Richmond offices up to 4x a year to strengthen relationships and ensure seamless team alignment.
Customer Experience Strategy:
Refine and elevate an omni-channel CX strategy that delivers seamless interactions across all touch points.
Optimize workflows to boost efficiency, meet SLAs and department goals.
Collaborate with cross-functional teams, primarily claims experience and product, to ensure a consistent and excellent end-to-end customer journey.
Expansion of Team Expertise and Responsibilities:
Pioneer the expansion of our team's expertise from insurance to comprehensive travel and financial assistance, empowering them to provide end-to-end support across evolving product lines.
Tech & Data-Driven Leadership:
Monitor and act on CX metrics to keep us as the highest-rated travel insurance in the U.S.
Leverage tech and data insights to enhance operations and scale effectively.
Partner with Product and Tech teams to drive innovations and constantly improve customer loyalty.

We are seeking an experienced and dynamic Head of Customer Support to join us!

In this role, you will be responsible for managing team leaders and overseeing various operational aspects of our customer service department including working with outsource

You will:
-Lead, mentor, and develop a department of 2 team leads, experts and about 30 Customer Support Specialists to excellent performance

-Define, monitor, and act on key support metrics to drive continuous improvement and ensure our -support team remains one of our most cherished brand assets.

-Deeply understand customer needs and advocate for them, identifying opportunities to enhance satisfaction, retention, and growth.

-Be a hands-on leader, guiding the team through complex customer scenarios and fostering a solutions-oriented culture.

Were looking for a data driven Project Manager to lead customer experience projects and manage our Qualitative Insights (QI) team. This role combines strategic thinking, strong data intuition, and a deep understanding of user experience.

What you'll be doing:
Lead and manage customer experience projects end-to-end, from ideation through execution.
Use data and qualitative input to identify pain points and prioritize initiatives that will move the needle most.
Ask the right investigative questions to uncover root causes, user needs, and high-impact opportunities.
Build and maintain clear project frameworks (Gantt, roadmaps, trackers, etc).
Collaborate across all departments in the company, including Operations, Merchants, Marketing etc.
Work with stakeholders at all levels from operational staff to senior leadership.

Qualitative Insights Team Leadership:
Lead the QI team, responsible for analyzing and summarizing customer feedback from multiple channels.
Turn qualitative input into actionable insights that drive improvements and change across the organization.
Ensure consistent quality and strategic alignment in all team deliverables.
Build processes and frameworks for how qualitative insights are gathered, presented, and implemented.

Working together with the team leads to make sure we provide great customer experience to all of our customers: Restaurant and Retail partners, end-users and our Courier Partners

Guide and mentor the team leads in order to improve and reach their KPI's

Share information and provide training on new work procedures and product features.

Improve the hiring process together with our Team Leads and HR team, with a particular focus on well-being, and creating a long-term career path.

Work proactively to identify areas of improvement and identify relevant stakeholders to collaborate with while being able to execute strategically.

As a Customer Care Expert, you will:
Provide care to our users through calls, chats and email
Get to know each users business goals, uncover their needs and help guide them through their journey, providing advice regarding their sites and businesses
Help them solve problems while exposing additional ways they can achieve their goals and succeed online
Analyze user behavior, content suitability and relevance to determine their effect on user satisfaction
Develop and maintain positive customer relations and satisfaction
Influence the way we support our users and improve it to make sure our users experience is the best possible
Work with all other departments and product teams, and liaise with them about our users needs.

As a Customer Care Expert, you will:
Provide care to our users through calls, chats and email
Get to know each users business goals, uncover their needs and help guide them through their journey, providing advice regarding their sites and businesses
Help them solve problems while exposing additional ways they can achieve their goals and succeed online
Analyze user behavior, content suitability and relevance to determine their effect on user satisfaction
Develop and maintain positive customer relations and satisfaction
Influence the way we support our users and improve it to make sure our users experience is the best possible
Work with all other departments and product teams, and liaise with them about our users needs.