Head of Customer Success

Job Summary:

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.

Roles & Responsibilities

• Lead, mentor and grow the CSM teams, fostering a customer-centric culture and ensuring high performance.
• Develop and implement strategies to enhance customer satisfaction, retention and expansion.
• Oversee the merchant onboarding process, ensuring a seamless and positive experience.
• Build and maintain strong relationships with key customers, act as a trusted advisor and advocate for their needs within the company.
• Define and track KPIs to measure the effectiveness of the CSM teams.
• Gather and analyze customer feedback to identify trends and insights and collaborate with Product and R&D teams to drive continuous improvement.
• Develop strategies to drive renewals and identify opportunities for upselling and cross-selling additional products and services.
• Create and maintain customer success resources, such as training materials, documentation and best practice guides.
  

Required Qualifications

• 8+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.
• Proven experience in the online payments industry, including payment gateways, payment orchestration, PSPs, acquirers, and merchant-facing environments.
• Strong understanding of payment systems, SaaS platforms, and the broader fintech ecosystem.
• Proven ability to build, mentor, and lead high-performing customer success teams.
• Strong customer and service orientation, with a demonstrated ability to deliver exceptional customer experiences and maintain high service standards.
• Ability to clearly communicate knowledge, processes, and guidelines to merchants and internal stakeholders.
• Capable of translating technical, operational, and payment-related concepts into clear merchant-level understanding.
• Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making.
• Excellent verbal and written communication skills.

• Strong organizational and project management skills.

• Experience with CRM tools such as HubSpot.
• Knowledge of customer success methodologies and frameworks.
• Fluency in English is required.

What do we offer?

• Competitive Salary – aligned with your experience 
• Comprehensive Medical Insurance – full health coverage for your peace of mind
• Sports Benefit – supporting your active lifestyle
• Complimentary Snacks & Beverages – enjoy refreshments throughout the day
• Happy Hours & Team Events – because great work deserves great moments
• Paid Sick Leave – your health and wellbeing come first
• And Much More – additional perks designed to make your experience rewarding and enjoyable