Customer Success Lead - Onboarding, Growth & Payouts

Dover; San Francisco (CA); On-site; USD 90,000 - 150,000; Full time

Job summary

Dots is seeking a Customer Success Lead to manage onboarding, retention and growth for a diverse portfolio of enterprise customers. You will own the end-to-end lifecycle from contract to live payouts and beyond, coordinating with engineering, product and support teams to ensure smooth implementations and ongoing value delivery.

You will drive adoption, manage escalations, and build scalable customer success processes while maintaining strong relationships and identifying expansion opportunities

Qualifications

• 3+ years in customer success, implementation or account management at a B2B software, fintech company, or marketplace.
• Own enterprise onboarding and shorten signature-to-first-transaction timelines.
• Manage customers after launch with retention, adoption and growth focus.
• Build strong customer relationships while driving projects forward.
• Fluency reading API docs, digging through logs and diagnosing payout issues.
• Create onboarding, health or escalation processes from scratch.
• Run a support team while managing own accounts.

Responsibilities

• Own customers from signed contract through first successful payouts.
• Coordinate verification, integration, testing and launch for each customer.
• Keep implementations moving and shorten time from signature to first transaction.
• Own a portfolio post-launch and maintain strong relationships.
• Identify retention risks and drive adoption and expansion opportunities.
• Run our support function with high response quality and escalation discipline.
• Build customer success systems like onboarding processes and health signals.
• Bring customer feedback to founders and product team.

Skills

Customer success management

Enterprise onboarding

Post-launch account management

Relationship building

API/logs troubleshooting

Onboarding/process design

Lead a support team

Tools

Intercom

Pylon

Linear

Slack

Notion

Job description

Dots is seeking a Customer Success Lead to manage onboarding, retention and growth for a diverse portfolio of enterprise customers. You will own the end-to-end lifecycle from contract to live payouts and beyond, coordinating with engineering, product and support teams to ensure smooth implementations and ongoing value delivery.

You will drive adoption, manage escalations, and build scalable customer success processes while maintaining strong relationships and identifying expansion opportunities