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Support and Customer SuccessFull role brief

Customer Success Manager (US-focused)

Own MakePay success for US merchants.

This role manages onboarding, adoption, account health, and expansion signals for MakePay merchants in the United States. You will help US merchants launch confidently while making their feedback visible to product and commercial teams.

Why this role matters

  • Convert US pilots and signed accounts into active payment volume and stronger merchant relationships.
  • Improve MakePay's understanding of US merchant needs, buying expectations, compliance sensitivities, and support patterns.
  • Create a high-touch success experience for strategic accounts without adding unnecessary process.

What you will own

  • Own onboarding plans, launch coordination, success reviews, and ongoing account health for US-focused merchants.
  • Track adoption, blockers, merchant sentiment, product gaps, and expansion opportunities across your portfolio.
  • Partner with sales, technical support, product, and operations to resolve issues and strengthen the customer journey.

What you bring

  • Customer success, account management, implementation, or client-facing operations experience in B2B SaaS, fintech, payments, or ecommerce.
  • Strong executive communication and follow-through with both commercial and technical stakeholders.
  • Comfort using product usage data, CRM notes, support history, and customer conversations to guide account priorities.

Nice to have

  • Experience with payment gateways, crypto products, marketplaces, merchant services, or fintech infrastructure.
  • Familiarity with US enterprise buying cycles, pilot-to-production motion, and account expansion practices.
  • Hands-on experience with tools such as HubSpot, Salesforce, Intercom, Zendesk, or product analytics platforms.

First 90 days

  • Build a health map for US accounts by launch stage, volume potential, open risks, and next best action.
  • Create a US merchant onboarding rhythm that sales, support, and product can reuse.
  • Deliver a structured summary of US merchant feedback, blockers, and expansion signals to leadership.

How we work

Clear ownership, close product feedback, and direct merchant impact.

You will work with US sales and Dubai-based product, technical support, and leadership teams to keep regional needs visible.

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