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.
Maintainer signals as of 9/25/2026
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 accounts. You will manage strategic customers from contract through onboarding, integration, go-live, account health, incident management, retention, and expansion. You will create playbooks, tooling, reporting, and operating processes, then hire and lead Customer Success Managers as the business grows.
Requirements
- 7–10+ years in payments, fintech, embedded finance, or regulated financial infrastructure, with 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
- Commercial knowledge of GMV-based pricing, take rates, and cost-plus payment rails
- Experience managing enterprise-grade customer incidents
- Experience with marketplaces, UGC or creator platforms, or gaming
- Familiarity with tax reporting for payees and cross-border payouts
- Experience hiring and managing teams
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, technical integration, go-live, and steady state
- Set the signed-to-live SLA and own performance against it
- Manage customer onboarding with product, engineering, and finance stakeholders
- Build onboarding checklists, health dashboards, and weekly customer success reporting
- Develop account health models and act on retention risks
- Coordinate customer communications during payout failures, compliance holds, and fraud incidents
- Monitor account economics, including GMV, revenue, take rate, payment costs, FX, support costs, and contribution margin
- Develop commercial expansion plans for existing customers and maintain expansion forecasts
- Provide structured product feedback on ledgers, tax reporting, payee experience, and age-gating
- Hire and lead Customer Success Managers
- Segment the customer base and manage the function against retention, GMV, and expansion targets
Benefits
- Fully remote work
