Global VP, Client Success & Experience

Paymentology; Warszawa; On-site; PLN 420,000 - 640,000; Full time

Job summary

Paymentology is seeking a transformative VP Customer Success & Experience to lead the global post-onboarding client organization, unifying Support and Operations. You will drive adoption, retention, and operational excellence, partnering with Account Management to align client outcomes with growth opportunities.

You will build an AI-enabled client experience, harness predictive analytics, and self-service capabilities, while mentoring leaders across functions.

Qualifications

• Bachelor’s degree or higher in a relevant field.
• Extensive senior leadership experience in Customer Success, Customer Support, or Client Operations.
• Experience in fintech/payments, issuer processing, banking infrastructure, or complex B2B tech environments.
• Proven track record scaling global teams and driving measurable client outcomes.
• Track record implementing AI-enabled client experience strategies, automation, and scalable support models.
• Experience working with executive stakeholders and leading cross-functional transformation programs.

Responsibilities

• Lead the global Client Success & Experience organization, unifying Customer Support and developing the Client Success Operations.
• Define and execute the future-state client success strategy for a seamless cross-touchpoint experience.
• Build an AI-enabled client success model with predictive analytics and automation.
• Partner with Product, Engineering, and Commercial teams to translate client feedback into improvements.
• Establish governance and metrics for AI-enabled initiatives and client health.

Skills

Leadership experience

Client Success management

Stakeholder management

Data-driven decision making

Strategic planning

Cross-functional collaboration

AI & automation awareness

Operational excellence

Education

Bachelor’s degree in Business/Tech

Job description

Paymentology is seeking a transformative VP Customer Success & Experience to lead the global post-onboarding client organization, unifying Support and Operations. You will drive adoption, retention, and operational excellence, partnering with Account Management to align client outcomes with growth opportunities.

You will build an AI-enabled client experience, harness predictive analytics, and self-service capabilities, while mentoring leaders across functions.