What are the responsibilities and job description for the Customer Success Leader position at Spire - Pay with Spire, Inc.?
Customer Success Leader
Location: Dallas, TX
Department: Customer Success
Reports To: Chief Revenue Officer
Job Type: Full-time
Salary Range: $90,000 to $105,000
Join Spire and help us change the way people pay.
Spire is on a mission to change in-store payments through our merchant-branded, pay-by-bank platform. We enable merchants to reduce transaction costs, drive loyalty, and deliver a seamless customer experience—without disrupting existing checkout systems.
Job Overview:We are seeking a Customer Success Leader to own the post-sale experience for Spire's merchant partners. You will be the face of Spire to our customers, ensuring they launch successfully, grow adoption, and maximize revenue. Your role is to be a trusted advisor and relentless advocate for your merchants—ensuring they achieve measurable success with Spire.
Key Responsibilities:- Merchant Launch & Activation
- Lead onboarding and implementation efforts for new merchants, ensuring a smooth and timely launch of Spire’s payment type.
- Merchant Success & Revenue Growth
- Proactively drive strategies that grow merchant revenue by helping merchants increase consumer adoption and usage of Pay-by-Bank.
- Advocacy & Relationship Management
- Build deep relationships with merchant stakeholders across product, marketing, operations, and finance. Act as the voice of the merchant internally.
- Consumer Experience Optimization
- Work cross-functionally with product, design, and marketing to deliver the best possible consumer payment and enrollment experience for each merchant.
- Insights & Reporting
- Deliver insights and performance reporting to merchants and internal stakeholders to guide decisions and highlight success.
- Strategic Account Planning
- Lead QBRs and strategic planning to ensure merchant accounts are growing successfully.
- Voice of the Customer
- Collaborate with Product and Engineering by providing structured feedback on feature requests, pain points, and emerging opportunities.
Required:
- Minimum 5 years of experience in customer success, client services, or account management roles in a B2B SaaS or payments environment.
- Proven experience working with enterprise or mid-market merchants.
- Strong knowledge of payments, preferably ACH or digital wallet-based systems.
- Demonstrated success in launching new technology or services with large, multi-location businesses.
- Highly collaborative, with experience working across product, engineering, marketing, and sales teams.
- Exceptional communication and presentation skills—comfortable interfacing with senior executives and technical stakeholders.
- Strong analytical and problem-solving skills; data-driven mindset.
- Must be based in Dallas, TX and available for regular in-person meetings with merchants and internal teams. Expected to be in the office 5 days per week.
Preferred:
- Experience working with merchants in fuel, convenience store, grocery, or QSR sectors.
- Background in digital consumer experiences, loyalty programs, or enrollment flows.
- Prior experience in startups or high-growth environments where agility and adaptability are essential.
- Familiarity with tools such as Salesforce, HubSpot, Looker, or similar CRM and reporting platforms.
- Bachelor’s degree in Business, Marketing, Communications, or related field (MBA a plus).
Why Join Spire
At Spire, we’re building something that’s not only innovative, but meaningful. We’re creating a modern payments platform that delivers real value to both merchants and consumers—lowering costs, increasing loyalty and making everyday purchases more rewarding. Our team is small, nimble and driven by purpose. Everyone here has a seat at the table and the opportunity to shape the future of the company. We move fast, support each other and take pride in doing great work together. If you’re looking for a place where your ideas matter and your work has real impact, Spire is the place to be.
Benefits & Perks:- Competitive salary and performance-based bonuses.
- Flexible work environment.
- Health, dental, and vision insurance.
- 401k.
- Learning and development opportunities.
Salary : $90,000 - $105,000