Director of Customer Success

About Pockyt

Pockyt is creating AI-native infrastructure for moving money globally. The company provides merchants with one platform to accept payments from anywhere, transfer funds across borders, and manage balances through Global Virtual Accounts and stablecoins. Its broader goal is to build the connective layer that allows money to move internationally as seamlessly as information moves online — quickly, intelligently, and with minimal human friction.

The platform supports a wide range of customers, from enterprise businesses handling complex multi-currency operations to fast-moving AI startups and even solo founders building ambitious businesses. The long-term vision is a financial layer that AI agents can use directly, enabling money flows that are orchestrated, optimized, and reconciled autonomously.

Pockyt’s mission is to remove friction from global commerce. Rather than simply offering another payments product, the company is aiming to become the operating system for value movement in an agentic, borderless economy.

Role Mission

This position is focused on turning an already-signed customer portfolio into a durable growth engine. The toughest part of winning merchants is complete; the next challenge is retaining those customers, expanding their usage, and building a repeatable customer success function from the ground up.

The Director of Customer Success will own retention and expansion across signed accounts, design the operating model for the team, and determine how the function runs day to day. There is no fixed legacy playbook to inherit, which gives the role broad freedom to define the cadence, intervention strategy, expansion approach, and measurement framework.

The role reports directly to the CEO, starts with an experienced Account Manager, and is expected to scale the team over time. It sits at the center of the organization, working closely with Product, Solutions, Compliance, and Sales. The objective is simple but demanding: keep existing merchants, grow their accounts, and prove which growth outcomes were directly driven by Customer Success.

The executive ownership begins after contract signature, making this person the primary internal advocate for every merchant and a trusted external advisor to the customer.

What You Will Own

• Lead portfolio health across the signed book, with variable compensation tied to measurable outcomes.
• Improve net revenue retention across the customer base.
• Protect logo and revenue retention.
• Drive expansion through new payment method activations, sub-merchant onboarding, upsells, and the processing volume those actions create.
• Re-activate dormant accounts.
• Increase attributable portfolio volume growth created by the customer success motion itself.
• Own executive-level relationships for strategic accounts, including health tracking, stakeholder management, business reviews, and long-term partnership development.
• Put in place real-time intervention tracking and expansion logging so that every win can be clearly linked to customer success activity.
• Partner with data and reporting teams to build dashboards that make retention and expansion performance visible and measurable.

The role emphasizes attributable growth only. Credit is meant for outcomes directly created by Customer Success, not for organic growth that would have happened anyway. The team will be expected to document interventions and evidence wins in a disciplined way.

What You Will Do

• Coach and lead the team through regular 1:1s and pipeline reviews, set performance expectations, develop existing team members, and hire as the portfolio grows.
• Create an early warning system for at-risk accounts and establish structured save plays to reduce churn before it happens.
• Systematize expansion across the portfolio so payment-method adoption and upsells become repeatable motions instead of ad hoc efforts.
• Build strong attribution habits by ensuring customer success-driven outcomes are logged and supported by evidence.
• Partner with Product and Solutions to remove blockers that prevent account growth or adoption.
• Work with Compliance to keep customers active and in good standing.
• Coordinate with Sales on the handoff into the customer success book.
• Own the retention and expansion forecast and communicate portfolio health to leadership on a trusted cadence.
• Orchestrate the full customer journey with Product, Solutions, Payment Operations, Compliance, Marketing, and Sales to deliver a seamless experience.

What We Are Looking For

• 7 to 10+ years of experience in Customer Success or Account Management, including at least 3 years in a people leadership role.
• Background in payments, fintech, or B2B SaaS, with solid understanding of merchant economics and payment rails.
• Demonstrated ownership of retention and expansion goals on an active customer book.
• Experience managing enterprise or strategic accounts with multiple senior stakeholders and complex onboarding or implementation cycles.
• Comfort working with data and dashboards, and the ability to distinguish what the numbers do and do not prove.
• A coaching-oriented leadership style that develops people and builds strong teams.

Nice to Have

• Experience in cross-border payments.
• Exposure to global wallet and alternative payment method ecosystems.
• Prior experience separating attributable growth from organic growth and defending that distinction.
• Experience working with Product, Marketing, and Operations to improve adoption and launch products successfully.

Why This Role

• You will start with an existing book of business rather than a cold pipeline.
• You will have founder-level ownership, direct access to the CEO, and the ability to define the customer success function.
• You will work at the intersection of AI and global payments for merchants using payment methods many platforms cannot support.
• As the portfolio expands, the scope of the role can grow as well, including the team, the function, and a path toward broader go-to-market leadership.

Compensation and Benefits

• Competitive base pay plus target variable compensation tied to customer retention, expansion, and revenue outcomes.
• Employer-paid health insurance.
• 401(k) match.
• Unlimited paid time off.