Customer Success & Growth Specialist
Description
We're hiring a Customer Success & Growth Specialist to own the customer experience end to end, spanning customer success, support, and revenue growth, with room to contribute to marketing. This is a hybrid role built for someone early in their career, including recent graduates, who wants to develop broad customer-facing and revenue skills fast.
Payload is a fast-growing fintech platform powering embedded payments for modern platforms and businesses. We provide a unified, highly flexible payment infrastructure that supports all inbound and outbound payment types, with modern payment methods, developer-friendly APIs, and turnkey tools that help our customers move money efficiently, securely, and at scale.
Just as important: we run lean and automate aggressively. We want someone genuinely excited about AI and eager to help us use it to scale the entire customer journey. You won't just use our tools, you'll help build the AI-driven workflows that let a small team deliver a big-team experience.
You'll get broad exposure across customer success, support, sales, marketing, and product, and you'll learn directly from experienced revenue, product, and engineering leaders. Compensation is competitive with performance-based upside. This is a high-impact role with significant growth potential inside a rapidly scaling fintech company.
Responsibilities
- OWN & OPTIMIZE A CUSTOMER PORTFOLIO:
- Build strong relationships with a portfolio of integrated partners and direct Payload customers
- Monitor engagement and transaction activity through internal tools and dashboards to spot risks and opportunities
- Develop targeted outreach and adoption plans, especially for underperforming or low-usage accounts
- DRIVE SUCCESS ACROSS INTEGRATION PARTNERSHIPS:
- Work with partner platforms' sales and marketing teams to improve adoption of Payload's embedded payment tools
- Provide rollout resources, training, and co-marketing materials to support partner success
- Collaborate with internal teams to support integrations and reinforce a positive partner experience
- DIRECT CUSTOMER EXPERIENCE:
- Lead training sessions, onboarding walkthroughs, and product education for new and existing customers
- Equip customers with rollout plans, best practices, and resources to maximize value
- Act as a proactive advisor and trusted point of contact
- AI-DRIVEN WORKFLOWS:
- Help design and operate AI-powered workflows that automate large parts of the customer journey, from onboarding and health monitoring to proactive outreach and support triage
- Use AI tools to scale your own output, handling more accounts and faster response times than a manual approach would allow
- Bring ideas for where automation can replace repetitive work and partner with the team to put them into production
- CROSS-SELL & GROWTH:
- Identify customer needs and position relevant add-on services or expanded workflows
- Work with the sales team on handoffs and follow-ups
- Develop foundational sales skills through guided coaching and hands-on experience
- CUSTOMER SUPPORT:
- Provide responsive, friendly support for questions and issues
- Troubleshoot inquiries and coordinate internally when escalation is needed
- Maintain clear communication throughout the customer lifecycle
- MARKETING (A PLUS):
- Help produce customer-facing material such as case studies, social posts, and basic marketing collateral
- Turn customer wins and usage data into stories that support sales and brand
- Use AI tools to accelerate content creation and design
- WHAT SUCCESS LOOKS LIKE:
- Happy customers who increasingly adopt and rely on Payload
- Fewer low-activity or underperforming accounts
- Measurable impact on revenue through cross-sell and growth initiatives
- AI-driven workflows that let us serve more customers without adding headcount
- Demonstrated readiness to take on expanded sales or revenue responsibilities over time
Skills & Qualifications
- Strong communicator with a positive attitude and real enthusiasm for helping customers succeed
- Genuinely interested in AI and how it can automate work; you have experimented with AI tools and are excited to use them daily
- High-energy, curious, and coachable; you want to grow fast and take on new challenges
- Comfortable interacting with customers, presenting, and guiding them through solutions
- Enjoy solving problems and using data to spot trends, opportunities, and risks
- Organized, adaptable, and able to manage multiple accounts and priorities at once
- Interested in revenue generation and excited by the path into sales or other growth-oriented roles at Payload
- A creative streak for marketing or content is a plus
- A strong culture fit: you value teamwork, transparency, accountability, kindness, and ownership
- Prior experience in Customer Success, Account Management, Sales, or Marketing is welcomed but not required. A demonstrated interest in AI is what sets top candidates apart.
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