Director of Customer Success

Company Description

PayEman is a UK-based fintech startup building a Shariah-aligned financial ecosystem for Muslims and ethically conscious consumers. The company focuses on modern financial services delivered without interest, hidden fees, or ethical compromise. PayEman is exploring products such as cross-border payments, remittances, digital wallets, charitable giving, BNPL, debit cards, savings solutions, and other faith-driven financial services. By combining technology with Islamic financial principles, PayEman aims to become a trusted one-stop platform for sending, spending, giving, and managing money. The team is committed to advancing financial inclusion, transparency, and ethical finance for a global audience. Role Description The Director of Customer Success is a full-time, remote role responsible for leading PayEman’s customer success strategy and operations. This role oversees customer onboarding, relationship management, and ongoing support to ensure users gain maximum value from PayEman’s products. The Director will design and implement processes that drive customer satisfaction, retention, and growth across key segments, while collaborating with product, engineering, compliance, and marketing teams to improve experiences based on user feedback and data. Daily activities include managing and mentoring the customer success team, setting performance metrics, reviewing customer health scores, handling complex escalations, and developing programs that educate and engage customers. The Director will also help shape customer communication standards, contribute to scalable playbooks, and represent the voice of the customer in strategic company decisions.

Qualifications

Strong customer success expertise with skills in Customer Satisfaction and Customer Experience, ensuring positive, consistent user journeys. Proven ability to drive Customer Retention through proactive engagement, lifecycle management, and data-informed decision-making. Account Management experience, including managing key accounts, understanding customer needs, and identifying expansion opportunities. Demonstrated Team Leadership skills, with experience building, coaching, and scaling customer-facing teams in a fast-paced environment. Background in fintech, financial services, or technology startups, ideally with exposure to ethical or Shariah-aligned finance. Strong analytical, problem-solving, and communication skills, with comfort using customer success and CRM tools. Ability to work effectively in a remote, distributed environment and collaborate across functions and time zones. Bachelor’s degree in business, finance, management, or a related field; advanced degree or equivalent experience is an advantage.