Director of Client Success (Remote)

Cyclops is looking for a Director of Client Success to own the client journey from onboarding through the full account lifecycle, and build the function from the ground up in close partnership with our co-founders and senior leadership. Reporting to the COO, you’ll be a hands-on leader who works directly with our clients, partners with Sales and the Solutions Architect upfront, and takes ownership of each relationship through implementation, go-live, ongoing support and growth.

This is not a role for someone looking to inherit an established playbook or manage from the sidelines. You’ll work closely with the co-founders to live the process first: getting close to our clients, learning where things break, solving problems and turning those lessons into the systems, standards and team Cyclops needs to scale. We are prioritizing quality over quantity, with a high-touch approach focused on building deep, successful partnerships with some of the most important companies in payments.

• Own the client journey from onboarding through implementation, go-live and the ongoing account lifecycle, serving as a senior relationship owner and creating continuity throughout the client experience.
• Partner with Sales and the Solutions Architect during the commercial process to understand each client’s business, use case, proposed solution and path to launch, and ensure the transition from opportunity to implementation is seamless.
• Drive onboarding and implementation from start to finish, building clear plans with milestones, owners, dependencies and timelines and coordinating across clients, Product, Engineering, Compliance and Operations to get clients live.
• Build the Client Success function from the ground up in close partnership with the co-founders, living the process firsthand, identifying what works and what does not, and turning those lessons into scalable playbooks, operating rhythms, tools and standards.
• Solve complex problems that do not come with an existing playbook, identifying risks and blockers early, bringing together the right people and driving issues toward resolution.
• Lead the ongoing client relationship after launch by understanding each client’s goals, monitoring health and engagement, and proactively identifying risks, opportunities and ways Cyclops can create more value.
• Coordinate client questions, requests and support inquiries across internal teams, ensuring issues have clear owners, clients stay informed and nothing falls through the cracks.
• Grow client relationships by identifying opportunities across products, use cases, markets and transaction volume, partnering with Sales when commercial engagement or negotiation is required.
• Shape the future Client Success organization alongside the co-founders and executive team, defining how the function should evolve and when to introduce additional specialization, tooling or team members as the client base grows.

• Significant experience in customer success, implementation, client services, account management, customer operations or a related client-facing function, including ownership of complex, high-value client relationships.
• A track record of building, scaling or materially improving a customer success, implementation or client operations function—not just operating within an established one.
• Demonstrated ability to operate as a hands-on leader, personally owning client relationships and execution while simultaneously building the processes and infrastructure required to scale.
• Strong project and program management skills, with the ability to coordinate multiple stakeholders, dependencies and complex workstreams from planning through execution.
• Technical aptitude and comfort working with APIs, integrations, technical concepts and engineering teams. You do not need to write production code, but you need to understand enough to connect the dots, ask the right questions and keep work moving.
• Exceptional executive-level client communication skills and the ability to build trust, create clarity and maintain confidence through complex or fast-moving situations.
• High ownership, strong judgment and a bias toward action. You take responsibility for moving problems forward even when you are not the person ultimately responsible for solving them.
• The ability to turn ambiguity into structure, proactively identify risks and opportunities, and build repeatable processes without over-engineering them.
• Comfort operating in a fast-moving startup environment where the process may not exist yet—and the instinct to build it when it does not.

• Experience in payments, fintech, stablecoins, banking infrastructure or other complex financial technology environments.
• Experience onboarding and supporting strategic clients using API-first, infrastructure or enterprise technology products.
• Familiarity with payment flows, including pay-ins, payouts, settlement and treasury operations.
• Experience identifying opportunities to increase product adoption, expand use cases and grow revenue or transaction volume.
• Experience building and scaling a Client Success, Implementation or related function at an early-stage company.

Reports to the COO and works closely with the co-founders to build and shape the Client Success function, with strong cross-functional partnership across Sales, Product and Engineering.

Initially, this will be a highly hands-on functional leadership role. As Cyclops grows, you’ll help define how the function scales and have the opportunity to build the team and operating model around what our clients and business need.

You’ll have the opportunity to work directly with the co-founders to build Client Success at Cyclops from the ground up while personally owning relationships with some of the most important companies in payments. Your work will directly shape how clients experience Cyclops—from their first steps toward implementation through long-term growth—and create the foundation for how the function scales. 

Location: Fully Remote

We are open to candidates based within the U.S. Eastern or Central Time Zones.

We offer competitive compensation designed to attract exceptional talent and reflect the experience, skills, and impact you'll bring to the team. Depending on the role, candidate location, and final engagement structure, this position may be structured as either direct employment or an independent contractor engagement. Compensation, benefits, and other terms will be aligned with the applicable engagement type and discussed during the hiring process. 

Additional Benefits

• Company issued laptop 
• Technology Accessories 
• Annual In-Person Full-Team Meetup