Customer Delivery (Implementation)

Summary

Join Finix as the Head of Customer Delivery and lead a growing team of Customer Delivery Managers, ensuring exceptional delivery of payment acceptance and payout products. Oversee successful customer onboarding, solution delivery, and long-term platform adoption. Serve as a key connector between Sales, Product, Engineering, Risk/Underwriting, and Support. Drive customer health and retention metrics, surface product insights, and unlock new revenue opportunities. Mentor and develop your team, fostering a culture of high performance. Contribute to product strategy by identifying implementation friction points and collaborating with Product teams. Lead QBRs and strategic account planning sessions with senior customer executives.

Requirements

• A proven team builder and people leader, with a track record of hiring, mentoring, and scaling high-performing post-sales or delivery teams
• Exceptionally customer-centric, with a consultative mindset and deep empathy for the goals and challenges of platform customers
• Energized by solving complex, cross-functional problems, and comfortable navigating ambiguity and change in a scaling environment
• A strong strategic communicator, adept at influencing both internal and external senior stakeholders
• Comfortable with data-driven storytelling, using metrics and performance insights to guide priorities and communicate impact
• 6+ years of experience in post-sales, customer delivery, implementation, or account management, with 2+ years in people management roles
• A strong background in payments, fintech, or enterprise SaaS, with a deep understanding of product-led platforms
• Experience leading customer onboarding or delivery for Tier 1 clients, including technical stakeholders and executive sponsors
• A track record of driving operational rigor, customer satisfaction, and revenue retention through scalable delivery practices
• Experience in contract management, commercial negotiation, and customer expansion strategies (upsell/cross-sell)
• Familiarity with product management principles, and experience contributing to product development or roadmap prioritization based on customer feedback

Responsibilities

• Lead and manage a team of Customer Delivery Managers focused on delivering seamless, high-impact post-sale implementations and long-term customer success
• Own customer delivery strategy, driving standardization and operational excellence across tools, processes, and stakeholder engagement
• Partner cross-functionally with Product, Engineering, Risk, Compliance, and Sales to ensure that implementation plans align with Finix's product capabilities and customer needs
• Establish strong executive relationships with customer stakeholders and represent the voice of the customer internally, championing their needs across Finix
• Drive customer health and retention metrics, helping your team surface product insights, navigate complex integration scenarios, and unlock new revenue opportunities
• Forecast and report on team and customer performance, ensuring delivery milestones, account health indicators, and business outcomes are consistently met or exceeded
• Mentor and develop your team through coaching, feedback, and performance management, fostering a culture of high performance and continuous improvement
• Contribute to product strategy by identifying common implementation friction points and collaborating with Product teams to evolve Finix's offerings
• Lead QBRs and strategic account planning sessions with senior customer executives, demonstrating ROI and aligning on growth opportunities

Benefits

• Equity
• Benefits