Head Solution Engineering and Customer Success

Job description

About the role

Our customers and partners are some of the fastest-growing, technology-driven payments startups today.

The Customer Success Manager - Solutions Engineering and Support role is a strategic position responsible for ensuring our customers achieve maximum value from the OpenFabric platform while driving long-term success and growth.

You will serve as the trusted advisor and primary advocate for our customers' technical and business objectives throughout their entire journey with OpenFabric.

You will…

• Lead strategic customer success initiatives by serving as the primary technical relationship manager for our enterprise customers and key partners, ensuring their long-term success and growth with OpenFabric's payment tokenization and orchestration platform.
  
  
• Drive complex technical solution architecture by working closely with customers to design, implement, and optimize end-to-end payment solutions that integrate seamlessly with their existing financial services infrastructure, including issuer and acquiring stacks, card management systems, and payment gateways.
  
  
• Provide expert consultation on financial services integration by leveraging deep knowledge of network schemes (Mastercard, Visa, AMEX), payment processing workflows, and industry standards to guide customers through complex implementation challenges and regulatory requirements.
  
  
• Lead technical enablement and support excellence by developing comprehensive technical documentation, conducting advanced training sessions, and providing ongoing support to ensure customers can effectively leverage OpenFabric's full capabilities while minimizing time-to-value.
  
  
• Drive expansion and retention initiatives by identifying upsell and cross-sell opportunities, monitoring customer health metrics, and proactively addressing potential churn risks through strategic engagement and technical optimization recommendations.
  
  
• Deliver comprehensive post go-live support and ongoing relationship management by conducting regular monthly and quarterly business reviews with customers, monitoring key performance indicators, addressing operational challenges, and ensuring continuous optimization of payment solutions to meet evolving business needs.
  
  
• Champion customer advocacy and product evolution by identifying gaps in functionality based on customer feedback, collaborating with internal product and engineering teams to prioritize enhancements, and ensuring customer requirements are translated into actionable product roadmap items.
  
  
• Coordinate strategic partnerships and ecosystem integration by managing relationships with critical third-party providers including ACS/3DS authentication providers, network schemes (Mastercard, Visa, AMEX), and other financial services partners to support engineering teams in delivering seamless integrations and resolving complex technical issues.
  
  
• Collaborate cross-functionally with sales and product teams to support pre-sales technical discovery, provide customer insights for product development, and ensure seamless handoffs from sales to implementation to ongoing success management.
  
  

Skills we would love to see

• 15+ years of progressive experience in customer success, solutions engineering, technical account management, or similar customer-facing roles within the financial services technology sector.
  
  
• Deep financial services ecosystem expertise with comprehensive understanding of:Network schemes operations and protocols (Mastercard, Visa, AMEX)

Issuer and acquiring technology stacks and workflows

Card management systems architecture and integration patterns

Payment gateway technologies and merchant acquiring processes

Familiar with GitHub and version control systems
- Advanced technical knowledge of critical financial services components including:ACS/3DS authentication and authorization systems

Fraud management platforms and risk assessment frameworks

KYC (Know Your Customer) processes and compliance requirements

Transaction monitoring and regulatory reporting systems
- Expertise in financial messaging standards with hands-on experience in:ISO 8583 message formats and transaction processing

ISO 20022 standards for financial messaging

Network-specific message formats and protocols

Real-time and batch payment processing systems
- Strong systems integration capabilities with proven experience in:REST API design principles and implementation

Web services architecture and integration patterns

File-based integration and data exchange formats

Cloud-based integration platforms and middleware solutions
- Technology proficiency with working knowledge of:Programming languages: Java, Python, NodeJS, or similar

Database technologies: PostgreSQL, MySQL, SQL/NoSQL systems

Cloud platforms: AWS, Azure, or GCP
- Exceptional relationship management skills with ability to successfully engage and influence stakeholders across all organizational levels, from C-suite executives to technical implementation teams.
- Outstanding communication and presentation abilities with proven track record of translating complex technical concepts into business value propositions and strategic recommendations.
- Analytical and problem-solving mindset with experience using data-driven insights to optimize customer outcomes and drive business growth.

Why you should join us

OpenFabric is a payment tokenisation and orchestration platform that enables BNPLs, e-wallets, digi-banks and other consumer payment methods to provide new payment experiences to surprise and delight their end consumers.

Through our quick to deploy and versatile platform, we enable the consumers of these payment methods to transact both online and in-store via multiple payment modes such as click to pay, tap to pay, scan to pay.

At OpenFabric, we strongly believe in the power of connectivity and interoperability.

Our platform provides a way for all consumer payment methods to simplify their payment offerings and exponentially expand their reach to domestic and global merchants.

Our team is made up of industry veterans who have years of experience in the fintech space.

We are also backed by some of the leading venture capitalists, which enables us to pursue our ambitious goals and continue to push the boundaries of what's possible in the world of online and in-store payments.

We are currently looking for talented individuals to join our team and help us achieve our mission.

We offer a dynamic and fast-paced work environment where you'll have the opportunity to work with other driven and passionate individuals.

If you're excited about the problem we're trying to solve and are eager to make an impact, we'd love to hear from you.

We are looking for people excited to join an early stage startup and have a huge impact.

If any of these resonate you,

• excited about the problem statement and opportunity
• working with driven and talented people who are passionate about making an impact
• have a growth mindset, love learning and do so rapidly and quickly
• take responsibility and self-starter
• take risks and not afraid to make mistakes

How to apply

Come join us email your resume to

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