Director of Client Success (Remote)

Cyclops•Miami, FL

2d•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 co-founders and senior leadership. The Director will be a hands-on leader, working directly 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 understanding client needs, solving problems, and developing scalable systems and standards. The focus is on high-touch, quality relationships with key companies in the payments sector.

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. 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.

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, 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.