Head of Customer Success Payments and Embedded Accounts
ZBD is a licensed global payment service provider building embedded financial infrastructure for games and interactive entertainment.
Funding history
Projects
About ZBD
ZBD provides game-native payment infrastructure for money entering, moving through, and leaving games. Its current offering includes Embedded Accounts, Embedded Payouts, Embedded Rewards, Branded Debit Cards, Bitcoin and Lightning payments, developer APIs, and the ZBD consumer app. Services are operated through ZEBEDEE, LLC in the United States and ZEBEDEE EUROPE B.V. in the EEA.
Skills
About the Role
You will build and own the Customer Success function for embedded payouts and Embedded Accounts. You will manage strategic customers from contract through onboarding, integration, go-live, account health, incident response, retention, and expansion. You will create playbooks, tooling, reporting, and operating processes, then hire and lead Customer Success Managers as the customer base grows.
Requirements
- 7–10+ years of experience in payments, fintech, embedded finance, or regulated financial infrastructure
- Significant customer success, implementation, account management, or post-sales leadership experience
- Experience in regulated or highly controlled financial infrastructure
- Knowledge of KYB, transaction monitoring, funds segregation, sanctions controls, fraud controls, and payment returns
- Experience onboarding customers with many-to-many payment flows
- Experience building, rebuilding, or implementing a customer success function
- Knowledge of GMV-based pricing, take rates, and cost-plus pricing on payment rails
- Experience managing enterprise-grade customer incidents
Responsibilities
- Support business development calls and help prospects understand onboarding, operations, and support
- Define and operate the customer lifecycle from business development handoff through compliance onboarding, integration, go-live, and steady state
- Manage customer onboarding with customer product, engineering, and finance teams
- Build onboarding checklists, health dashboards, and weekly customer success reporting
- Build and act on account health models using payout, settlement, GMV, cost, and support metrics
- Coordinate incident responses involving failed payouts, compliance holds, and fraud events
- Monitor account economics, including GMV, revenue, take rate, payment costs, FX, support costs, and contribution margin
- Own commercial expansion plans for existing customers
- Maintain expansion forecasts and provide monthly visibility to the Chief Commercial Officer
- Provide structured product feedback to Product and Engineering
- Hire and lead Customer Success Managers
- Segment the customer base, set coverage models, and manage retention, GMV, and expansion targets
Benefits
- Fully remote work