ABOUT KIRA
Kira is building the first AI-native global banking-as-a-service platform.
We provide modern banking infrastructure to companies in emerging markets, powering essential financial services, including remittances, import/export payments, and payroll. Our mission is to make global financial access seamless, programmable, and intelligent.
We have raised $7M in seed funding, led by Blockchange Ventures, Stellar, and Vamos Ventures. Our customers include global leaders such as OXXO, Binance, and Polygon.
ABOUT OUR TEAM
The team is led by fintech veterans with backgrounds from Stanford, Dartmouth, and Wharton.
Our CEO, Edrizio De La Cruz, is a former Partner at Y Combinator and founder of Arcus (acquired by Mastercard). He is also the bestselling author of The Underdog Founder.
THE ROLE
We are looking for a Customer Success Lead to build and own the foundation of Customer Success at Kira.
This is a strategic leadership role, not a support function. You will own the full customer lifecycle from onboarding to expansion ensuring our enterprise and fintech clients achieve measurable outcomes while helping us scale a world-class CS organization.
You will work directly with founders, operators, compliance leaders, and executive stakeholders across emerging markets.
KEY RESPONSIBILITIES
CUSTOMER LIFECYCLE OWNERSHIP
• Lead onboarding for new enterprise and fintech customers
• Drive fast activation and clear time-to-value
• Own renewals, expansions, and long-term strategic relationships
STRATEGIC ACCOUNT MANAGEMENT
• Serve as the primary point of contact for key accounts
• Build trusted relationships with founders, operators, and compliance teams
• Anticipate risks, manage escalations, and proactively resolve complex issues
CROSS-FUNCTIONAL LEADERSHIP
• Partner with Product to translate customer feedback into roadmap priorities
• Collaborate with Sales on expansions and upsell opportunities
• Coordinate with Operations, Compliance, and Engineering on high-impact or sensitive cases
PROCESSES AND SCALABILITY
• Design and document scalable Customer Success playbooks (onboarding, escalations, renewals)
• Define CS metrics, dashboards, and reporting frameworks
• Build the operational foundation to scale the Customer Success team over time
SUCCESS METRICS
• Customer retention (logo and revenue)
• Time to value
• Product adoption and engagement
• Expansion and upsell revenue
• Customer satisfaction (NPS or equivalent metrics)
IDEAL PROFILE
• 3+ years in Customer Success, Account Management, or Client Operations
• Experience in fintech, payments, SaaS infrastructure, or regulated environments
• Proven ability to manage complex clients and multi-stakeholder relationships
• Strong communicator with strategic thinking and operational rigor
• Comfortable operating in high-growth, fast-moving startup environments
• Builder mindset excited to create processes from scratch
UNIQUE BENEFITS OF WORKING AT KIRA
THE KIRA LEADERSHIP SCHOOL
An immersive, cross-functional experience designed to train you to become a senior leader — Founder, CEO, or C-suite executive in tech.
• 1:1 mentorship with Kira CEO, Edrizio De La Cruz — bestselling author, former Y Combinator Partner, and serial fintech founder
• Complimentary access to The Founder School — insider-level training typically reserved for top entrepreneurs
UNLIMITED EQUITY GROWTH
Unlike most startups, you can continue earning equity every year in perpetuity.
360° LIFESTYLE BENEFITS
Because we believe high-performance leaders need balance:
• 2 weeks paid vacation
• 2 weeks work from anywhere
• Gym membership
• Annual educational stipend
If you want to help build the financial infrastructure powering emerging markets and grow into a senior leader while doing it we would love to meet you.
