Head of Customer Success

Overview Executive Assistant / Head of Customer Success (Founding) — Austin, In-Office Company: BackdPayments (division of Backd Business Funding) Location: Austin, TX — On-site, Mon–Fri (5–10% travel) About BackdPayments BackdPayments powers B2B Payments & BNPL for distributors, manufacturers, and most B2B organizations. We enable merchant partners to offer Net Terms and extended financing options to their business buyers—boosting conversion, AOV, and loyalty—while we assume risk and pay merchants upfront. The Opportunity This is a founding, hands-on leadership role. You’ll build Customer Success from the ground up—owning merchant implementations and buyer activation while you design the measurement system itself: KPIs, health models, SLAs, reporting, and dashboards. You’ll create the operating system (playbooks, processes, tooling, AI workflows) that scales CS as we grow, with the capacity to support a steady onboarding cadence (e.g., up to 2–3 new merchant launches per week). What You’ll Do Build the CS operating system: Define the KPI framework (leading indicators first), health scoring, journey stages, SLAs, and QBR cadence. Stand up reporting & analytics (dashboards, scorecards, executive summaries) across CRM/ticketing/BI. Own launches & activation: Run end-to-end implementations (discovery, plan, integration/readiness, training, go-live). Drive buyer activation & adoption across e-commerce and sales-assisted channels. Author playbooks (onboarding, adoption, renewal, escalation), templates, checklists, and internal docs. Produce merchant enablement kits and exec-ready QBR materials. AI-enabled CS: Use ChatGPT/Claude to automate onboarding checklists, QBR drafts, risk digests, macros/FAQ libraries; curate prompt libraries. Revenue partnership & voice of customer: Identify expansion plays (branches, channels, product lines); partner with Sales on proposals and forecast inputs. Convert feedback into product requirements; help prioritize roadmap; pilot betas. Design capacity plans, issue management, and comms cadences to reliably handle multi-launch weeks. Draft the hiring plan and develop the scorecard for the next CS hire(s). What Success Looks Like (30/60/90) 30 days — Foundations Publish the CS KPI taxonomy (leading indicators, definitions, data owners, cadence). Map the merchant & buyer journeys with stage gates and SLAs. Baseline TTV and activation metrics; document current system gaps. 60 days — Systems live Ship v1 dashboards (ops + exec), automated weekly health reports, and incident/comms templates. Deliver v1 playbooks (onboarding, adoption, QBR, escalation) + training materials. Launch ≥2 AI automations (e.g., QBR draft, onboarding document generator) showing ≥20–25% prep-time savings. Achieve predictable go-lives on a multi-launch week; establish go/no-go criteria and risk burndown format. QBRs delivered for target accounts; adoption plans approved with Sales/Product. Present the CS hiring plan and role scorecards; propose v2 metrics (adding lagging indicators as scale justifies). Note: We intentionally prioritize building the measurement & reporting stack before holding you to late-stage retention metrics. As volume increases, we’ll layer in lagging indicators (e.g., renewal rates), built on the system you design. What You’ll Bring 6–10+ years in Customer Success/Account Management (fintech/payments/lending or B2B SaaS), including complex implementations (ERP/e-commerce/payment). A track record of designing CS metrics & reporting (defining KPIs, building dashboards, establishing data hygiene). Process builder who has authored scalable playbooks and operational cadences. AI prompting fluency (ChatGPT/Claude) with shipped automations and quantified time/quality impact. Compensation & Rewards Compensation: base salary will match the individual's experience & skillset (no equity at this time). Bonuses: Eligible for milestone and annual performance bonuses (non-commission) tied to stage-appropriate outcomes—e.g., on-time go-lives, activation/adoption targets, CSAT/NPS baseline & improvement, systemization deliverables, and AI productivity gains. Who We Are Founded in 2019, with an entrepreneurial vision for prosperity, growth, and innovation, Backd strives to empower and support the backbone of the economy which lies in its small to medium business enterprises, responsible for roughly 95% of the US job market today. We’re hitting our stride and need ambitious, take-charge individuals to join the team to help exceed the next chapter in our phenomenal growth! Why Backd Backd saves businesses time and money! Not only that but we let these businesses maintain 100% ownership of their company. We provide speed, convenience, and a flexible repayment structure customized to your unique business. Start-Up Life Our company has approximately 60 employees and we are looking to expand. Why work for a start-up? There are great opportunities and challenges to take on while building your existing skill sets. Seniorities Seniority level: Mid-Senior level Employment type Full-time Job function Project Management, Business Development, and Strategy/Planning #J-18808-Ljbffr

Created: 2025-10-08