What are the responsibilities and job description for the Director of Customer Success position at Mesh?
About Mesh
Founded in 2020, Mesh Connect aims to build an open, connected, and secure ecosystem. As a modern connectivity platform, Mesh enables connection to exchanges and wallets that enables crypto deposits, on-ramp payments, account aggregation, and trading within a unified platform. With over 300 integrations, Mesh is pioneering the creation of an embedded crypto ecosystem that benefits both businesses and users. Mesh has raised over $45M in funding and is backed by notable investors including Revolut, Paypal, Samsung, Galaxy, Money Forward, and more. For more information, visit meshconnect.com
Job Description
The Head of Customer Success is responsible for driving customer satisfaction, retention, and expansion. This role will oversee the entire customer journey, from onboarding to renewals, ensuring an exceptional experience that drives value and long-term relationships. The ideal candidate will develop strategies for customer success, hire and manage a high-performing team, and work cross-functionally with sales, product, and marketing. This role is based in San Francisco, CA.
Responsibilities
- Develop and execute a comprehensive customer success strategy to enhance user engagement, retention, and satisfaction.
- Build, lead, and mentor a team of Customer Success Managers (CSMs) and support staff.
- Develop team members technical understanding (embedded finance, API and SDK delivery) and work with clients on a technical level.
- Define and track key performance metrics such as Net Promoter Score (NPS), Customer Retention Rate, and Customer Lifetime Value.
- Establish customer onboarding programs to accelerate product adoption and time-to-value.
- Partner with sales and product teams to align customer needs with company goals.
- Develop and implement customer education programs, including webinars, documentation, and training.
- Implement proactive strategies to identify at-risk customers and reduce churn.
- Drive customer expansion and upsell opportunities in collaboration with the sales team.
- Oversee customer communication strategies, including regular business reviews and engagement campaigns.
Qualifications
- 7 years of experience in customer success, technical account management, or related roles in a B2B SaaS environment. Ideally in a start-up environment.
- Bachelor’s degree in business, marketing, communications, computer science, information technology or related field.
- Interest in crypto and fintech, including knowledge of blockchain technology, digital assets, and financial regulations. Previous experience in crypto industry is a plus.
- Proven track record of as a team member or leading high-performing customer success teams.
- Strong analytical skills with experience in customer success metrics and KPIs.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated technical knowledge and troubleshooting skills with APIs and SDKs.
- Experience with customer success software and CRM tools (e.g., Gainsight, HubSpot, Salesforce).
- Strategic thinker with a proactive and problem-solving mindset.
- Experience scaling customer success teams in a high-growth startup or enterprise environment.
- Knowledge of industry best practices in customer retention and engagement.
We offer a competitive salary, benefits package, and opportunities for professional growth and development. If you are intellectually curious and are looking for an exciting opportunity to be part of a growing team and company, we encourage you to apply.
