Director, Global Customer Success

About Wayflyer

Our mission is to give the world access to the best products by empowering great brands to reach their growth potential.

Today's consumer brands need a capital provider that keeps pace with their growth ambitions. Traditional financing options are slow, cumbersome and often out of reach. That's why we built Wayflyer.

Our unique technology allows us to assess businesses in minutes, generate financing offers that reflect their growth potential and send funds in as little as 24 hours.

Since launching in April 2020, we've deployed over $4.5bn to thousands of brands worldwide, backed by Tier 1 banks like J.P. Morgan. We've become a trusted financing partner for some amazing brands, like True Classic, Little Words Project and Kekoa Foods.

Teams at Wayflyer are truly cross-functional. You'll be collaborating with ambitious colleagues from around the world - all striving to deliver on a huge opportunity. Check out this video to hear directly from them.

Wayflyer is looking for a dynamic and results-driven Director of Global Customer Success. This is a critical leadership role, responsible for driving customer retention, expansion, and lifetime value, ensuring our clients see us as their preferred capital partner for future growth.

You will lead a team of regional Customer Success leaders across EMEA, North America, and Australia, empowering them to build strong teams that deliver exceptional service and develop lasting relationships with our customers. Our team is proactive and sales-oriented, focused on anticipating, exploring, and serving customers' future capital needs. At our best, we act as co-founders to our customers.

What you'll do

• Own customer retention & growth: Develop and execute a global CS strategy that maximises customer lifetime value and expansion opportunities.

• Lead & scale a high-performing CS team: Build a world-class leadership team across regions, fostering a high-energy, high-performance culture that aligns with our core values.

• Develop, implement, and refine customer success playbooks (best practices, processes, and workflows) to ensure scalable and efficient customer engagement across a diverse customer base with fast-growing businesses doing anything from ~$150k to ~$100m in annual revenues.

• Strengthen key customer relationships: Proactively manage and lean into key customer relationships, ensuring we remain their capital partner of choice as they grow and their needs evolve.

• Align cross-functionally: Partner closely with Commercial, Sales, Product, and Marketing teams to ensure a seamless customer journey from acquisition to renewal.

• Leverage data & technology: Use data-driven insights to enhance customer engagement, identify risks, and drive customer success at scale.

• Drive continuous improvement: Identify challenges, risks, and process inefficiencies, and lead initiatives to enhance the CS organisation’s effectiveness and efficiency.

Knowledge, skills and experience

• 10+ years of experience in Customer Success, Account Management, or Sales, with at least 5+ years leadership roles.

• Proven track record of driving customer retention and revenue expansion in a fast-paced, global environment.

• Sales-oriented mindset: a leader who understands how to proactively grow LTV and drive commercial impact through customer engagement.

• Experience leading global teams and managing managers: able to build, mentor, and scale high-performing teams within a positive team culture.

• Strong collaborator across Commercial, Revenue, and Product teams, ensuring cross-functional alignment.

• Strategic thinker who can design a long-term vision while executing at a high pace.

• Deep understanding of the e-commerce industry and the challenges faced by online businesses.

• Exceptional leadership, communication, and stakeholder management skills, all strengthened by a deep sense of ownership and accountability.

What is important to point out is that you can do most or all of the above mentioned and can point to your real experience doing it. You’ve probably done it at companies of different shapes, sizes and industries. Given what we do, experience in financial services, fintech and business-to-business organisations is particularly interesting to us.

On top of that, you’re amazing at prioritisation. You make sure you’re not spread too thin while also giving teams the support they need. You spend your time on the things that make a positive difference. People get why you’ve chosen to say ‘yes’, ‘no’, or ‘not yet’, and are ok with it.

What you’re like as a person and how you treat people is a big deal for us. People love working with you. You’re thoughtful, helpful and generous with your time and knowledge. People love helping you back. People know where they stand with you.

You can be effective whether you’re at the office, in transit, or working remotely. But you know that being in and around teams and stakeholders is where the magic happens. You value the time you spend with people across different functions so that you can understand and shape the direction of the business. You encourage face-to-face engagement and collaboration among your teams.

You’re always looking to learn and grow, on a personal and professional level. And you’re always looking to help others learn and grow by sharing your own knowledge and experience.

You know why diversity, equality, inclusion and belonging matters, and speak up when we can do better. You make wherever you work a great place to work.

What happens next

We’ll review every application we receive. If we’re interested in taking your application further, we will be in touch to find out more about you and what you’re looking for.

What perks and benefits do we offer?

• Work remotely abroad for up to 60 days a year

• Employee assistance programme

• Private healthcare, life and critical illness cover

• Pension plan

• Generous parental and adoptive leave policies

• Equity scheme - so you can share in our success!