VP/Director, Customer Success

ZBD; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

A leading company in digital engagement, ZBD is seeking a VP/Director of Customer Success to oversee partnerships and enhance user experience through technical support and strategic client relationships. This role is pivotal in building scalable customer success processes in a remote environment, ensuring efficient onboarding and ongoing support for developer partners.

Qualifications

• 7+ years in Customer Success, Account Management, or similar for a technical product.
• 5+ years supporting the mobile gaming industry.
• 3+ years working with FinTech or API/SDK-driven solutions.

Responsibilities

• Scale B2B and Customer Success functions by building scalable processes.
• Build trust-based relationships with developers and stakeholders.
• Implement metrics-driven reporting to monitor customer health and success KPIs.

Skills

Customer Success

Account Management

Technical Proficiency

APIs

SDKs

Payment Technologies

Communication

Organizational Skills

Tools

CRM tools (e.g., HubSpot)

Support platforms (e.g., Intercom)

SQL

Data visualization tools

Job description

Join to apply for the VP/Director, Customer Success role at ZBD

Description

Department: Business Development

Location: Remote

Who we are

ZBD is redefining digital engagement by enabling real-time Bitcoin rewards in games and applications. Through the ZBD app, users can explore a growing ecosystem of games, connect with friends, and earn Bitcoin while having fun. We empower developers to integrate seamless Bitcoin payments into their products, enhancing monetization and creating more rewarding experiences for users.

Our goal is to support our partners by providing tools for micro-rewards, reducing payment friction, and unlocking new business models across gaming, podcasting, and streaming. Our customer-centric approach drives everything we do—ensuring users and partners maximize value from ZBD.

ZBD is a fully remote company with over 70 team members across Customer Success, Support, Engineering, Product, Marketing, Compliance, and Business Development. Our team spans the globe—from Los Angeles to New York, London to Amsterdam, and São Paulo—united by innovation and customer focus.

We pride ourselves on being a customer-obsessed, globally distributed team and seek individuals who thrive in fast-paced environments, enjoy solving real problems, and care about creating positive outcomes for users and partners.

Join us in shaping the future of digital experiences—where your work directly impacts customers, partners, and user engagement.

Job brief

ZBD is seeking a Customer Success leader at the VP or Director level to oversee onboarding, integration, and long-term success of our developer partners. This role involves managing customer relationships, ensuring efficient onboarding, effective support, and platform value delivery.

Initially, you will join as an individual contributor to lay the foundation for a scalable Customer Success team, with opportunities to build and lead a team as ZBD grows.

This cross-functional role requires close collaboration with Business Development to transition prospects to active users of ZBD’s SDK and API. You will serve as the voice of the customer internally—working with Product, Engineering, Compliance, and Marketing to drive adoption, reduce friction, and enhance user experience. Externally, you will act as a trusted advisor to developer partners, offering proactive recommendations and identifying expansion opportunities.

This is a unique chance for a strategic, hands-on Customer Success professional to shape support and growth of our developer ecosystem and define world-class customer success at ZBD.

Key Responsibilities

• Scale ZBD’s B2B and Customer Success functions by building scalable processes, defining success metrics, and delivering value during high growth.
• Evaluate and optimize developer onboarding, identifying friction points and implementing improvements to reduce ramp-up time and resource use.
• Build trust-based relationships with developers and stakeholders, customizing onboarding to their needs and goals.
• Create onboarding documentation and technical resources to support API, SDK, and platform adoption.
• Champion ZBD’s value in developer interactions, ensuring platform utilization and awareness of new features.
• Identify upsell opportunities to promote additional ZBD products and services.
• Serve as the primary customer contact for technical issues, feedback, and feature requests, coordinating with internal teams for resolution.
• Collaborate cross-functionally to advocate for customer needs and influence product development.
• Manage escalation processes for complex issues, ensuring timely resolution and brand reputation.
• Implement metrics-driven reporting to monitor customer health, onboarding, and success KPIs.
• Develop growth strategies for top clients to scale adoption and deepen relationships.
• Manage outbound communications about product updates, features, and events.
• Partner with internal teams to align on client needs, prioritize features, and inform go-to-market strategies.

Skills, Knowledge and Expertise

• 7+ years in Customer Success, Account Management, or a similar role for a technical product.
• 5+ years supporting the mobile gaming industry.
• 3+ years working with FinTech or payments solutions, especially API/SDK-driven.
• Proven ability to build and lead teams.
• Strong technical proficiency with APIs, SDKs, and payment technologies.
• Experience with CRM tools (e.g., HubSpot) and support platforms (e.g., Intercom).
• Knowledge of SQL and data visualization tools.
• Excellent communication skills for influencing stakeholders at all levels.
• Strong organizational skills and accountability.
• Experience working in a growth-stage startup.

Seniority level

• Executive

Employment type

• Full-time

Job function

• Other

Industries

• Technology, Information and Internet