Head of Customer Success

About Zeal:

Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a POS terminal (payment card machine), physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card , unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the POS terminal doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal’s advanced Smart POS plugin, the company integrates with POS terminals globally to provide payment acquirers and ISVs with a unique differentiator for their POS terminals. The merchants of our partners benefit from world-class data, analytics & tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.

About The Role:

We are seeking a Head of Customer Success who will be instrumental in ensuring the effective rollout and sustained success of our products with merchants internationally. This role requires an individual who can manage the entire customer lifecycle from customer onboarding to continuous engagement, ensuring that each merchant and partner derives maximum value from our technology. You will be the cornerstone in coordinating with POS manufacturers, payment acquirers, and merchants, ensuring a smooth adoption and operation of Zeal’s technology.

Key Responsibilities:

• Build and manage the Customer Success team end-to-end, ensuring training and ongoing development to deliver on the expected targets.
• Develop the necessary processes using digital tools such as Freshdesk, etc.
• Coordinate at the last stage of deployment with POS manufacturers and payment acquirers to ensure seamless roll-out of Zeal across POS terminals.
• Oversee the activation process for merchants and ensure they are fully engaged and finding value in our services.
• Track and analyze usage metrics such as login frequencies to the merchant dashboard and overall system performance on POS terminals.
• Drive revenue growth by promoting the adoption of premium analytics services and upselling additional marketing and campaign management services.
• Maintain consistent communication with accounts and retailers to educate them about new features and services that can enhance their business operations.
• Develop and implement training programs for both retailer management and cashiers to ensure efficient use of our technology.
• Develop and refine key performance metrics to measure the success and impact of Zeal technology at the merchant level.

The Ideal Candidate Will Have:

• Bachelor’s degree in Business, Marketing, Information Technology, or related fields.
• 6+ years of proven experience in customer success or account management, particularly in technology or SaaS-based companies, with at least 3 years in a leadership or managerial role.
• Strong technical acumen with the ability to understand and oversee software integrations.
• Excellent communication skills with proficiency in multiple languages preferred to cater to a diverse client base.
• Demonstrated ability to manage multiple projects and customers effectively.
• Experience in building and managing a Customer Success team while fostering a culture of continuous improvement.
• High degree of customer obsession with a proven track record of driving customer satisfaction and loyalty.