Customer Success Lead – Fintech Onboarding & Growth

Dots ?; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Private medical insurance

Unlimited vacation policy

Regular team off-sites

401k plan

Job summary

Dots is seeking a Customer Success Leader to manage onboarding, retention and growth for a growing fintech payout platform. You will oversee both full-time and contract support, carry your own accounts, and drive improvements in processes, automation or product based on customer needs.

You report directly to the founders and will own the end-to-end lifecycle from signing a contract to live payouts and ongoing success, partnering with product and engineering to prevent recurring issues.

Qualifications

• 3+ years in customer success, implementation or account management at a B2B software, fintech or marketplace.
• Experience owning enterprise onboarding and shortening the path from signature to first transaction.
• Experience managing customers after launch, including retention, adoption and growth.
• Ability to build strong customer relationships while driving projects forward.
• Technical fluency to read API docs, inspect logs and investigate payout issues before escalation.
• Experience building onboarding, customer health or escalation processes from scratch.
• Ability and desire to run a support team while carrying own accounts.

Responsibilities

• Onboard customers from contract through first successful payouts and launch.
• Own a portfolio post-launch, ensure retention and growth across accounts.
• Lead the support function with high-quality responses, escalation and follow-through.
• Develop onboarding processes, health signals and escalation playbooks.
• Bring customer feedback and patterns to founders and product teams.

Skills

Customer success

Onboarding

Account management

Relationship building

Technical fluency

Problem solving

Ownership

Tools

Intercom

Pylon

Linear

Slack

Notion

Job description

Dots is seeking a Customer Success Leader to manage onboarding, retention and growth for a growing fintech payout platform. You will oversee both full-time and contract support, carry your own accounts, and drive improvements in processes, automation or product based on customer needs.

You report directly to the founders and will own the end-to-end lifecycle from signing a contract to live payouts and ongoing success, partnering with product and engineering to prevent recurring issues.