Head of Customer Success

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    "datePosted": "2026-05-25",
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    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\">Job Summary:</span></p>\n<p><span style=\"font-size: 10pt\">Praxis is looking to hire a Business oriented and enthusiastic Head of Customer Success for our offices in Limassol. The Head of Customer Success will have a proven track record of driving customer satisfaction, retention and growth. As the department manager, the ideal candidate will lead a dedicated team focused on ensuring our merchants achieve maximum value from our platform, from initial onboarding through long-term engagement.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Roles &amp; Responsibilities</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Lead, mentor and grow the CSM teams, fostering a customer-centric culture and ensuring high performance.</span></li>\n<li><span style=\"font-size: 10pt\">Develop and implement strategies to enhance customer satisfaction, retention and expansion.</span></li>\n<li><span style=\"font-size: 10pt\">Oversee the merchant onboarding process, ensuring a seamless and positive experience.</span></li>\n<li><span style=\"font-size: 10pt\">Build and maintain strong relationships with key customers, act as a trusted advisor and advocate for their needs within the company.</span></li>\n<li><span style=\"font-size: 10pt\">Define and track KPIs to measure the effectiveness of the CSM teams.</span></li>\n<li><span style=\"font-size: 10pt\">Gather and analyze customer feedback to identify trends and insights and collaborate with Product and R&amp;D teams to drive continuous improvement.</span></li>\n<li><span style=\"font-size: 10pt\">Develop strategies to drive renewals and identify opportunities for upselling and cross-selling additional products and services.</span></li>\n<li><span style=\"font-size: 10pt\">Create and maintain customer success resources, such as training materials, documentation and best practice guides.</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Required Qualifications</span><br></p>\n<ul>\n<li><span style=\"font-size: 10pt\">8+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.</span></li>\n<li><span style=\"font-size: 10pt\">Proven experience in the online payments industry, including payment gateways, payment orchestration, PSPs, acquirers, and merchant-facing environments.</span></li>\n<li><span style=\"font-size: 10pt\">Strong understanding of payment systems, SaaS platforms, and the broader fintech ecosystem.</span></li>\n<li><span style=\"font-size: 10pt\">Proven ability to build, mentor, and lead high-performing customer success teams.</span></li>\n<li><span style=\"font-size: 10pt\">Strong customer and service orientation, with a demonstrated ability to deliver exceptional customer experiences and maintain high service standards.</span></li>\n<li><span style=\"font-size: 10pt\">Ability to clearly communicate knowledge, processes, and guidelines to merchants and internal stakeholders.</span></li>\n<li><span style=\"font-size: 10pt\">Capable of translating technical, operational, and payment-related concepts into clear merchant-level understanding.</span></li>\n<li><span style=\"font-size: 10pt\">Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making.</span></li>\n<li><span style=\"font-size: 10pt\">Excellent verbal and written communication skills.</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 10pt\">Strong organizational and project management skills.</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 10pt\">Experience with CRM tools such as HubSpot.</span></li>\n<li><span style=\"font-size: 10pt\">Knowledge of customer success methodologies and frameworks.</span></li>\n<li><span style=\"font-size: 10pt\">Fluency in English is required.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">What do we offer?</span></p>\n<ul>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Competitive Salary</span><span style=\"font-size: 10pt\"> – aligned with your experience </span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Comprehensive Medical Insurance</span><span style=\"font-size: 10pt\"> – full health coverage for your peace of mind</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Sports Benefit</span><span style=\"font-size: 10pt\"> – supporting your active lifestyle</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Complimentary Snacks &amp; Beverages</span><span style=\"font-size: 10pt\"> – enjoy refreshments throughout the day</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Happy Hours &amp; Team Events</span><span style=\"font-size: 10pt\"> – because great work deserves great moments</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Paid Sick Leave</span><span style=\"font-size: 10pt\"> – your health and wellbeing come first</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">And Much More</span><span style=\"font-size: 10pt\"> – additional perks designed to make your experience rewarding and enjoyable </span></li>\n</ul>",
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