Fintech Customer Success Lead — Build & Scale

Ryft; England; On-site; GBP 70,000 - 95,000; Full time

Job summary

Ryft in the United Kingdom is seeking a Customer Success Team Lead to shape the function from the ground up while remaining hands-on with key merchant relationships. You will design processes, tooling, and escalation paths, and hire and develop the team that runs it.

The balance will evolve from hands-on delivery to coaching and structure as the team grows. You will own renewal conversations, partner with Product, Engineering and Compliance, and set the standard for service by example, guiding

Qualifications

• Proven experience in customer success, account management, or client services with direct merchant relationships.
• Experience building or shaping a customer success function from early stage.
• Comfort working without a playbook and making it real for customers.
• Hands-on with customers while leading a team and setting standards.

Responsibilities

• Own a portfolio of key merchant relationships and act as trusted Ryft contact.
• Lead renewal, expansion, and escalation conversations for high-value accounts.
• Design and implement customer success processes and tooling to scale.
• Hire, onboard, and develop the team; create a clear career path and ways of working.
• Collaborate with Product, Engineering and Compliance to feed customer insight into roadmap.

Skills

Customer success

Account management

Fintech payments

Stakeholder communication

People leadership

Job description

Ryft in the United Kingdom is seeking a Customer Success Team Lead to shape the function from the ground up while remaining hands-on with key merchant relationships. You will design processes, tooling, and escalation paths, and hire and develop the team that runs it.

The balance will evolve from hands-on delivery to coaching and structure as the team grows. You will own renewal conversations, partner with Product, Engineering and Compliance, and set the standard for service by example, guiding