Director of Client Success (Remote)

Cyclops•Miami, FL

7h•Remote

About The Position

Cyclops is seeking a Director of Client Success to lead the client journey from onboarding through the entire account lifecycle. This role involves building the Client Success function from scratch in close collaboration with the co-founders and senior leadership. The Director will be a hands-on leader, directly engaging with clients, partnering with Sales and Solutions Architects, and managing relationships through implementation, go-live, ongoing support, and growth. This position requires a proactive approach to problem-solving, developing systems and standards for scalability, and a focus on building deep, successful partnerships with key companies in the payments sector. The role emphasizes a high-touch approach and a commitment to quality over quantity.

Requirements

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. Understanding 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. Taking responsibility for moving problems forward even when not 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.

Nice To Haves

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.

Responsibilities

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, ensuring a seamless transition from opportunity to implementation.
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.