Senior Customer Success

Taylor Root; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Taylor Root is recruiting a Senior Customer Success professional for a hybrid role in New York, NY, focusing on end-to-end onboarding for a global payments platform. You will coordinate across product, compliance, and commercial teams to ensure a seamless go-live and scalable onboarding process.

The role emphasizes managing multiple implementations, strong technical aptitude for API integrations, and a proactive, solutions-oriented approach in a fast-paced fintech environment.

Qualifications

• 3–5 years of experience in customer success, implementation or onboarding within payments or B2B fintech.
• Experience managing multiple customer implementations or onboarding projects simultaneously.
• Familiarity with KYC, AML and compliance requirements associated with payments or financial services.
• Strong technical aptitude and comfort working with API integrations, product configuration and technical teams.
• Excellent project management and organizational skills.
• Strong customer-facing communication skills and the ability to manage expectations in a fast-paced environment.

Responsibilities

• Own the end-to-end onboarding and go-live process for new customers, including configuration, channel setup and account readiness.
• Manage multiple customer implementations simultaneously, keeping projects organized and moving toward launch.
• Serve as the primary customer contact during onboarding, setting expectations and proactively addressing issues.
• Partner with Business Development, Product, Compliance, Risk and Financial Institution teams to identify and resolve roadblocks.
• Work with commercial and solutions teams to identify onboarding complexity and technical requirements early in the sales process.
• Help improve and scale the onboarding process by identifying friction points and developing more efficient workflows, playbooks and processes.
• Track onboarding progress and key metrics, including time-to-live, bottlenecks and overall pipeline health.

Skills

Customer success

Implementation

Onboarding

CRM platforms

Project management

Tools

CRM platforms

Job description

Senior Customer Success – Payments / Fintech

New York, NY | Hybrid, 3 days in office

Our client, a fast-growing global payments platform, is looking to add a Senior Customer Success professional to its New York team. This is an opportunity to join a sophisticated, international fintech business and take ownership of the customer journey from deal close through successful launch.

This role is ideal for someone who enjoys the intersection of customer success, implementation, payments and technology. You will serve as the primary point of contact for customers throughout the onboarding and go-live process, coordinating across internal teams to ensure a seamless and efficient launch.

What You Will Do

• Own the end-to-end onboarding and go-live process for new customers, including configuration, channel setup and account readiness
• Manage multiple customer implementations simultaneously, keeping projects organized and moving toward launch
• Serve as the primary customer contact during onboarding, setting expectations and proactively addressing issues
• Partner closely with Business Development, Product, Compliance, Risk and Financial Institution teams to identify and resolve potential roadblocks
• Work with commercial and solutions teams to identify onboarding complexity and technical requirements early in the sales process
• Help improve and scale the onboarding process by identifying friction points and developing more efficient workflows, playbooks and processes
• Track onboarding progress and key metrics, including time-to-live, bottlenecks and overall pipeline health

What We Are Looking For

• 3–5 years of experience in customer success, implementation or onboarding within payments or B2B fintech
• Experience managing multiple customer implementations or onboarding projects simultaneously
• Familiarity with KYC, AML and compliance requirements associated with payments or financial services
• Strong technical aptitude and comfort working with API integrations, product configuration and technical teams
• Excellent project management and organizational skills
• Strong customer-facing communication skills and the ability to manage expectations in a fast-paced environment
• A proactive, solutions-oriented approach and the ability to work effectively across multiple internal teams
• Experience with CRM and/or customer success platforms
• Fluency in English required; Spanish language skills are a plus