Customer Implementation

Customer Implementation & Servicing Lead, International

Full Time

Dublin

Open

About Us

Juspay is a category-leading fintech offering Payments Experience, Orchestration, and Infrastructure Solutions for global enterprise ecommerce merchants and leading transaction banks. Juspay is profitable, well-funded, and backed by leading investors such as SoftBank, Accel, and VEF. Clients include Amazon, Microsoft, Google, Indigo, and many others.

Founded in 2012, and headquartered in "India's Silicon Valley" of Bangalore, Juspay comprises 1,200+ teammates of which more than 80% are engineers. Among other things, Juspay powers innovative customer experience solutions, tailored UPI stacks and custom bank solutions. We currently facilitate over 200Mn transactions daily and are the largest payment orchestration provider in the world, enabling $1T in annual payments value.

Having demonstrated success at scale in India (the most complex payments markets on the planet), Juspay is internationalising - with offices in Dublin, San Francisco, Singapore, Sao Paulo, Canada and the UAE enabling us to serve the world's largest businesses.

About the Role:

We are seeking a Customer Implementation & Servicing Lead to drive our international customer success team, with a focus on supporting European expansion from our Dublin office. This is a critical, high-impact role for a professional who thrives on creating structure from ambiguity and is ready to establish the gold standard for how we onboard, implement, and service our largest enterprise clients.

As a foundational leader in our international implementation team, you will design and own the operational playbook that ensures our clients have a smooth first impression with our Products. You will collaborate closely with product, engineering, and sales to ensure a seamless client journey and play a pivotal role in building a scalable, world-class client servicing function that sets Juspay apart in a competitive landscape.

Roles and responsibilities:

• Client Engagement and Relationship Management : Act as the primary point of contact for enterprise clients during onboarding and servicing, establishing processes for centralised account management to support proactive and reactive issue resolution
• Implementation Management : Lead complex implementation projects from inception to completion, ensuring timelines, budgets, and quality standards are met. Utilise project management methodologies to track progress and address challenges
• Process Development : Design, implement, and continuously refine operational processes to enhance the onboarding, implementation, and servicing experience for enterprise clients across diverse markets
• Cross-Functional Coordination : Collaborate with product, engineering, sales, and customer support teams to align on client requirements and expectations throughout the implementation and servicing lifecycle
• Performance Metrics and Reporting : Establish, monitor, and report on key performance indicators (KPIs) to assess the effectiveness of onboarding and servicing processes. Use data-driven insights to drive continuous improvement
• Be the Face of Juspay : Act as a brand ambassador during client engagements, industry events, and conferences, showcasing our expertise and innovative solutions

What we are looking for:

• Entrepreneurial Mindset : Smart, driven, and creative, with a natural curiosity for solving complex problems and a proactive approach to identifying opportunities
• Experience & Expertise : Proven experience in client implementation, onboarding, professional services, or a similar operational role, preferably within the payments, fintech, or enterprise SaaS industry
• Operational & Process Excellence : A deep understanding of process design and project management methodologies, with a track record of building scalable systems for onboarding and servicing large enterprise clients
• Communication Skills : Exceptional communication, negotiation, and interpersonal skills, with the ability to build trust and manage relationships with diverse stakeholders, from technical teams to C-suite executives
• Collaborative Spirit : Excels in a flat organisational structure, working effectively with cross-functional teams and global colleagues to achieve shared goals

Why Join Juspay?

Impact at Scale: Be part of a mature, profitable fintech leader with a proven track record of powering some of the world's largest enterprises

Global Growth: Play a foundational role in our international expansion, shaping the future of payments in Europe and beyond

Career Development: Thrive in a flat, merit-based structure that rewards initiative, creativity, and results

Location: Our offices are located on Fitzwilliam Square, Dublin 2 and this is a hybrid role, with occasional travel across Europe. We are open to fully remote candidates in exceptional circumstances.

Competitive salary and benefits package. Opportunity to work on impactful projects and shape the future of our international presence. Dynamic and collaborative work environment.

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