VP/Director, Customer Success

Company Overview

ZBD is redefining digital engagement by enabling real-time Bitcoin rewards in games and applications. Through the ZBD app, users can explore a growing ecosystem of games, connect with friends, and earn Bitcoin while having fun. Behind the scenes, we empower developers to integrate seamless Bitcoin payments into their products—enhancing monetization and creating more rewarding experiences for users.

We help our partners succeed by giving them the tools to deliver micro-rewards, reduce friction in payments, and unlock entirely new business models. Whether it’s in gaming, podcasting, or streaming, our customers are at the heart of everything we do—and we’re dedicated to ensuring they get the most out of what ZBD has to offer.

ZBD is a fully remote company with over 70 team members across Customer Success, Support, Engineering, Product, Marketing, Compliance, and Business Development. Our team spans the globe—from Los Angeles to New York, London to Amsterdam, and São Paulo—united by a shared commitment to innovation and customer value.

We take pride in being a customer-obsessed, globally distributed team, and we’re looking for people who thrive in a fast-paced environment, enjoy solving real problems, and care deeply about creating positive outcomes for both users and partners.

Join us in shaping the future of digital experiences—where your work directly impacts customers, partners, and the next generation of user engagement.

Job Overview

ZBD is seeking a Customer Success leader at the VP or Director level to drive the onboarding, integration, and long-term success of our next wave of developer partners. This individual will be the primary point of contact for managing customer relationships, ensuring each partner is onboarded efficiently, supported effectively, and empowered to deliver value through ZBD’s platform.

Initially joining as an individual contributor, this person will lay the groundwork for a scalable Customer Success function, with the opportunity to build and lead a team as ZBD’s B2B operations continue to expand.

In this highly cross-functional role, you will collaborate closely with the Business Development team to transition new customers from sales prospects to active, integrated users of ZBD’s SDK and API. You will serve as the voice of the customer internally—partnering with Product, Engineering, Compliance, and Marketing to drive feature adoption, reduce friction, and deliver an exceptional user experience. Externally, you will act as a trusted advisor to our developer partners, offering proactive recommendations to improve performance and identifying opportunities to expand their use of ZBD’s products and services.

This is a unique opportunity for a strategic yet hands-on Customer Success professional to shape how we support and grow our developer ecosystem—and to help define what world-class customer success looks like at ZBD.

Key Responsibilities

• Scale ZBD’s B2B and Customer Success functions by helping to build the foundations for a world-class post-sales organization during a high-growth phase. Play a critical role in designing scalable processes (leveraging AI tools and systems where appropriate), defining success metrics, and delivering exceptional value to our partners.
• Evaluate and optimize the developer onboarding journey, identifying key friction points and opportunities for efficiency. Design and implement strategies to improve the onboarding experience, reduce developer ramp-up time, and minimize internal resource burden.
• Build strong, trust-based relationships with developers and key stakeholders at partner organizations. Customize onboarding materials and engagement strategies to align with each partner’s business model, technical needs, and goals to accelerate time to value.
• Create and maintain onboarding documentation, technical resources, and educational content that support adoption of ZBD’s API, SDK, and other platform features.
• Champion the value of ZBD in all developer interactions, ensuring partners are fully utilizing the platform and aware of its evolving capabilities.
• Identify upsell opportunities and promote additional ZBD products and services that enhance customer outcomes and platform performance.
• Act as the primary customer interface, serving as the first point of contact for technical issues, feedback, or feature requests. Triage issues, coordinate with internal teams to resolve bugs, and proactively communicate updates to customers.
• Collaborate cross-functionally to advocate for customer needs, influence product roadmaps, and improve customer-facing processes. Translate feedback into actionable insights.
• Own the customer escalation process, including managing complex issues and complaints while ensuring timely resolution and reinforcing ZBD’s brand in every interaction.
• Implement a metrics-driven reporting framework to provide visibility into customer health, onboarding progress, and success KPIs at all levels of the organization.
• Develop strategic growth plans for top-tier clients, identifying ways to scale adoption, expand use cases, and deepen relationships over time.
• Manage outbound communications with customers, including product updates, feature releases, events, and key announcements. Ensure messaging is timely, relevant, and well understood.
• Partner with internal teams (Product, Engineering, Marketing, Sales) to align on client needs, prioritize feature requests, and inform go-to-market strategy with real-world insights from the customer base.

Skills, Knowledge, and Expertise

• 7+ years of experience in Customer Success, Account Management, or a similar client-facing role for a technical product or solution.
• 5+ years of experience in service roles supporting the mobile gaming industry, with a strong understanding of industry-specific challenges and opportunities.
• Ideally 3+ years of experience working with FinTech or payments solutions, particularly in API- or SDK-driven environments.
• Proven track record of building and leading high-performing teams, including hiring, training, and performance management.
• Strong technical proficiency, particularly with APIs, SDKs, and embedded payment technologies.
• Hands-on experience with improving utilization and effectiveness of CRM tools (e.g., HubSpot) and customer support platforms (e.g., Intercom).
• Working knowledge of SQL and experience using data visualization tools to extract insights and drive decision-making.
• Exceptional communication skills with the ability to influence and build trust with executive-level stakeholders as well as day-to-day contacts, both internally and externally.
• Strong organizational skills and a high degree of accountability, with the ability to balance strategic planning and operational execution.
• Prior experience working in a growth-stage startup, with comfort navigating ambiguity and fast-paced environments.

About ZBD

We power real economies in virtual worlds. With ZBD, gaming becomes a meaningful economic activity and game devs get a new playground for weaving money into the worlds they create.