Team Lead - Customer Success Management

Description:

Role Overview:

This role is accountable for end‑to‑end B2B partner onboarding through BAU, ongoing account management, and full ownership of complex projects and programs through closure. The position operates in a global, matrixed environment and requires strong leadership, stakeholder management, and execution capabilities within the payments, forex, or international money transfer ecosystem.

How you will create impact:

Responsibilities:

1. End‑to‑End Partner Onboarding to BAU

• Own and drive end‑to‑end onboarding of B2B partners, from initiation and due diligence through go‑live and stabilization into BAU operations.
• Coordinate onboarding activities across technology, operations, compliance, legal, finance, and risk teams to ensure timely and compliant delivery.
• Ensure onboarding aligns with commercial agreements, regulatory requirements, operational readiness, and SLAs.
• Manage dependencies, readiness checkpoints, and handover criteria to ensure a seamless transition into BAU. 

2. Account Management & Partner Relationship Ownership

• Act as the primary account owner post‑onboarding, responsible for partner health, retention, and long‑term relationship management.
• Manage day‑to‑day and strategic engagement with partners, including performance reviews, SLA tracking, issue resolution, and continuous improvement initiatives.
• Partner with internal teams to identify growth opportunities, product enhancements, and process optimizations aligned to partner needs and commercial objectives.
• Maintain strong governance through regular reviews, reporting, and escalation management, ensuring consistent service delivery and partner satisfaction.
• Balance partner experience with commercial performance, ensuring mutually beneficial outcomes.

3. Client & Stakeholder Management

• Serve as the single point of accountability for clients and internal stakeholders across onboarding, BAU, and change initiatives.
• Build and maintain trusted relationships with global clients, senior leadership, and cross‑functional teams across geographies and time zones.
• Facilitate alignment and decision‑making among stakeholders with diverse or competing priorities, driving timely resolution.
• Clearly articulate business, operational, and regulatory implications of initiatives, risks, and decisions. 

4. Project & Program Ownership

• Own end‑to‑end project and program delivery, driving initiatives from definition through execution, closure, and benefits realization.
• Manage the project business case, scope, milestones, costs, dependencies, risks, and issues.Track and report on delivery metrics, SLAs, and KPIs, taking corrective action where required.
• Apply structured problem‑solving and root cause analysis to resolve complex issues.
• Take full ownership to drive projects to closure, removing blockers and ensuring accountability for outcomes. 

5. Strategic & Domain Responsibilities

• Apply strong understanding of the payments and international money transfer (IMT) ecosystem, including forex markets and cross‑currency transaction flows.
• Monitor and interpret the external environment (regulatory, political, competitive), translating impacts into actionable business decisions.
• Evaluate business‑wide impact of decisions on timelines, cost, risk, and partner outcomes.

6. Skills & Competencies

• Strong decision‑making and judgment in fast‑paced, results‑driven environments.
• Proven ability to lead and influence in a matrixed global organization.
• Strategic thinker with strong execution and delivery focus.
• Excellent facilitation, prioritization, and risk management skills.
• Ability to translate complex data and analysis into clear, actionable recommendations.
• Excellent verbal, written, and interpersonal communication skills.

Interview rounds & assessments:

• Table for Two:
  A brief chat with one of our Recruiters to assess your foundational competencies and provide an overview of TerraPay.
• Beyond the Bio:
  A discussion with an SME or the RM to evaluate your role-specific knowledge, problem-solving abilities, and gain a deeper understanding of the company and team dynamics.
• Manager Meetup:
  A comprehensive discussion about the role and responsibilities, expectations, and mapping out potential career growth.

Why TerraPay:

TerraPay is a global money movement player on a mission to build a borderless financial world. We believe payments should be instant, reliable, transparent, seamless, and fully compliant.

Registered and regulated across 31 global markets, we are a leading payments partner for banks, mobile wallets, money transfer operators, merchants, and financial institutions.

We are proud to be a twice-certified Great Place to Work and were featured in the 2023 CB Insights Fintech 100 and the 2024 Financial Times 1000 lists.

Read more about TerraPay here.