• Lead and develop the customer success function, including managing existing team members • Design scalable support processes, automations, and escalation frameworks • Leverage AI and tooling to deliver efficient, high-quality support • Monitor KPIs and continuously raise the bar on service standards • Coordinate incident response across engineering and external partners (banking, card, infrastructure) • Establish structured feedback loops between users and product • Own cross-functional projects & execution across Product, GTM, Partnerships, and Finance • Identify operational gaps and solve them without waiting for direction • Manage service providers, contracts, invoices, and SLAs • Implement and maintain internal systems (documentation, dashboards, workflows) • Support product launches and growth initiatives when required. • Monitor budgets, burn, revenue, financials when the time comes.