Job Summary:
Praxis is looking to hire a Business oriented and enthusiastic Head of Customer Success for our offices in Limassol. The Head of Customer Success will have a proven track record of driving customer satisfaction, retention and growth. As the department manager, the ideal candidate will lead a dedicated team focused on ensuring our merchants achieve maximum value from our platform, from initial onboarding through long-term engagement.
Roles & Responsibilities
- Lead, mentor and grow the CSM teams, fostering a customer-centric culture and ensuring high performance.
- Develop and implement strategies to enhance customer satisfaction, retention and expansion.
- Oversee the merchant onboarding process, ensuring a seamless and positive experience.
- Build and maintain strong relationships with key customers, act as a trusted advisor and advocate for their needs within the company.
- Define and track KPIs to measure the effectiveness of the CSM teams.
- Gather and analyze customer feedback to identify trends and insights and collaborate with Product and R&D teams to drive continuous improvement.
- Develop strategies to drive renewals and identify opportunities for upselling and cross-selling additional products and services.
- Create and maintain customer success resources, such as training materials, documentation and best practice guides.
Required Qualifications
- 8+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.
- Proven experience in the online payments industry, including payment gateways, payment orchestration, PSPs, acquirers, and merchant-facing environments.
- Strong understanding of payment systems, SaaS platforms, and the broader fintech ecosystem.
- Proven ability to build, mentor, and lead high-performing customer success teams.
- Strong customer and service orientation, with a demonstrated ability to deliver exceptional customer experiences and maintain high service standards.
- Ability to clearly communicate knowledge, processes, and guidelines to merchants and internal stakeholders.
- Capable of translating technical, operational, and payment-related concepts into clear merchant-level understanding.
- Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making.
- Excellent verbal and written communication skills.
- Strong organizational and project management skills.
- Experience with CRM tools such as HubSpot.
- Knowledge of customer success methodologies and frameworks.
- Fluency in English is required.
What do we offer?
- Competitive Salary – aligned with your experience
- Comprehensive Medical Insurance – full health coverage for your peace of mind
- Sports Benefit – supporting your active lifestyle
- Complimentary Snacks & Beverages – enjoy refreshments throughout the day
- Happy Hours & Team Events – because great work deserves great moments
- Paid Sick Leave – your health and wellbeing come first
- And Much More – additional perks designed to make your experience rewarding and enjoyable
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What We Do
We are Praxis. Praxis is an industry-leading Payment Orchestration Platform that allows merchants of all sizes to quickly expand and accept payments in new markets anywhere in the world, all through a single integration. We serve as the unified platform behind every transaction, connecting businesses to payment processors and both popular and niche payment methods while delivering enhanced checkout experiences with robust security and comprehensive analytics. Since 2014, we've sent billions of dollars worth of transactions across different currencies, digital wallets, and regions for processing while supporting merchants to improve their approval rates, enhance conversions, and reduce fraud. We help our customers become more efficient, more secure, and more successful. Connect with Praxis to Power Your Payments.
