Fintech Customer Success Leader

finera.; Dubai; On-site; AED 180,000 - 260,000; Full time

Benefits offered by this job

Salary package

Medical insurance

Training resources

Well-stocked office

Multinational culture

Team-building events

Employee recognition

Job summary

finera. is seeking a Head of Customer Support to build and lead a world-class customer success function within a fintech payments ecosystem. You will drive satisfaction, retention, and long-term value by delivering exceptional service and operational excellence.

The ideal candidate has deep fintech/payments experience, strong leadership, and a customer-first mindset, with the ability to collaborate across Product, Engineering, Sales, and Operations to scale the function.

Qualifications

• Experience in fintech, payments, SaaS, or financial services.
• Understanding of payment gateways, APIs, transaction lifecycles, and compliance.
• Proven ability to build, scale, and manage high-performing customer-facing teams.
• Excellent stakeholder management and communication with senior client leadership.
• Data-driven mindset with dashboards and reporting tools.
• Ability to collaborate with Product, Engineering, Sales, and Operations.

Responsibilities

• Lead and develop a high-performing customer success team with clear goals and metrics.
• Build and maintain relationships with key clients and understand their payment workflows.
• Oversee onboarding of new clients focusing on gateway integration and API usage.
• Develop strategies to increase retention and reduce churn; identify upsell opportunities with Sales.
• Advocate for customer needs to product and development teams based on feedback.
• Create dashboards and reports tracking satisfaction, retention, and growth; report to senior management.
• Stay updated on fintech and payments industry trends and implement best practices.

Skills

Leadership

Stakeholder management

Data-driven

Cross-functional collaboration

Fintech/payments experience

Customer focus

Tools

Salesforce CRM

APIs

Payment gateway platforms

Job description

finera. is seeking a Head of Customer Support to build and lead a world-class customer success function within a fintech payments ecosystem. You will drive satisfaction, retention, and long-term value by delivering exceptional service and operational excellence.

The ideal candidate has deep fintech/payments experience, strong leadership, and a customer-first mindset, with the ability to collaborate across Product, Engineering, Sales, and Operations to scale the function.