Head of Customer Success

Mikelle Search Group is partnering with a Silicon Valley venture-backed fintech and automation company that is building the next generation of merchant operations and payments infrastructure for businesses across North America.

This opportunity offers the chance to work in a startup environment built by experienced founders and operators. Most payment companies focus primarily on payment processing. This organization is building operational infrastructure.

They combine payment processing, intelligent workflow automation, and AI-enabled operational tooling to help merchants simplify payments, improve reconciliation, reduce operational friction, and modernize how they interact with their financial systems.

Unlike traditional payment processors, they focus heavily on operational excellence, implementation quality, and long-term merchant success. They believe the onboarding experience, configuration accuracy, support quality, and merchant relationship are just as important as the software itself.

The team consists of experienced operators, founders, and builders who move quickly, think deeply about execution, and are passionate about delivering exceptional customer experiences.

Currently in a high-growth phase, the company is backed by venture capital firms from Silicon Valley and Atlanta’s fintech ecosystem, with strong early momentum and significant long‑term opportunity ahead.

Role Overview

Head of Customer Success

This is not a traditional customer support role.

This is a foundational operational leadership role responsible for owning the merchant experience from signed agreement through successful onboarding, deployment, go‑live, optimization, and long‑term success.

The Head of Customer Success will serve as the operational bridge between merchants, sales, acquiring banks, payment processors, and the broader platform team.

You will be responsible for ensuring every merchant onboarding experience is executed with exceptional attention to detail, operational precision, professionalism, and responsiveness.

You will work directly with the COO and executive team to help build the operational systems, onboarding procedures, implementation standards, and customer experience philosophy that define how the business scales.

Over time, this role is expected to evolve into a leadership position overseeing additional customer success, implementation, and support personnel.

Mission of the Role

The onboarding experience should feel organized, professional, operationally thoughtful, and exceptionally well executed.

Core Responsibilities

• Own the merchant onboarding process from signed agreement through go‑live.
• Coordinate directly with Account Executives to fully understand merchant requirements, pricing structures, configurations, workflows, and operational needs.
• Submit merchant applications to processors and acquiring banks.
• Manage communication with underwriting, risk, and credit teams.
• Configure merchant accounts across processor and acquiring bank platforms.
• Configure and manage payment terminal deployments.
• Serve as the primary operational relationship owner for merchants after the sales process is completed.
• Conduct merchant training sessions and onboarding calls.
• Test merchant environments prior to deployment and go‑live.
• Build and maintain onboarding SOPs and implementation documentation.
• Collaborate with engineering, product, processors, and implementation partners.

What You Bring

• 4+ years of experience in a management role within customer support, customer success, or technical account management.
• Experience working in fintech, software implementations, or merchant support workflows would be considered an asset.
• Exceptional organizational and operational skills with experience building systems, processes, and procedure manuals. The ideal candidate brings a strong procedural mindset, attention to detail, and a passion for operational excellence.
• A proven ability to take ownership, create structure, and build scalable operational processes that deliver an exceptional merchant experience.

Nice to Have

• Experience in merchant services, payment processing, ISO operations, and fintech onboarding.
• Experience working with acquiring banks, payment terminals, merchant onboarding, pricing templates, and merchant support workflows.
• Understanding of payment processing fundamentals, surcharge and dual‑pricing concepts, merchant IDs (MIDs), processor structures, reconciliation logic, and merchant operations.

You do not need to be an engineer. However, you must be technically curious, operationally sharp, highly detail‑oriented, and capable of understanding complex operational workflows.

This role is for builders.

If this opportunity sounds like a strong fit for your background and career goals, we encourage you to apply. The team at Mikelle Search Group looks forward to connecting with you and sharing additional details about this exciting opportunity.