BackdPayments
Overview
Executive Assistant / Head of Customer Success (Founding) — Austin, In-Office
Company:
BackdPayments (division of Backd Business Funding)
Location:
Austin, TX — On-site, Mon–Fri (5–10% travel)
About BackdPayments
BackdPayments powers
B2B Payments & BNPL
for distributors, manufacturers, and most B2B organizations. We enable merchant partners to offer
Net Terms and extended financing options to their business buyers —boosting conversion, AOV, and loyalty—while we assume risk and pay merchants upfront.
The Opportunity
This is a
founding, hands-on leadership role . You’ll build Customer Success
from the ground up —owning merchant implementations and buyer activation while you
design the measurement system itself : KPIs, health models, SLAs, reporting, and dashboards. You’ll create the
operating system
(playbooks, processes, tooling, AI workflows) that scales CS as we grow, with the capacity to support
a steady onboarding cadence (e.g., up to 2–3 new merchant launches per week) .
What You’ll Do
Build the CS operating system :
Define the
KPI framework
(leading indicators first), health scoring, journey stages, SLAs, and QBR cadence.
Stand up
reporting & analytics
(dashboards, scorecards, executive summaries) across CRM/ticketing/BI.
Own launches & activation :
Run end-to-end implementations (discovery, plan, integration/readiness, training, go-live).
Drive
buyer activation & adoption
across e-commerce and sales-assisted channels.
Author
playbooks
(onboarding, adoption, renewal, escalation), templates, checklists, and internal docs.
Produce merchant enablement kits and exec-ready QBR materials.
AI-enabled CS :
Use
ChatGPT/Claude
to automate onboarding checklists, QBR drafts, risk digests, macros/FAQ libraries; curate prompt libraries.
Revenue partnership & voice of customer :
Identify expansion plays (branches, channels, product lines); partner with Sales on proposals and forecast inputs.
Convert feedback into product requirements; help prioritize roadmap; pilot betas.
Design capacity plans, issue management, and comms cadences to reliably handle
multi-launch weeks .
Draft the
hiring plan
and develop the scorecard for the next CS hire(s).
What Success Looks Like (30/60/90) 30 days — Foundations
Publish the
CS KPI taxonomy
(leading indicators, definitions, data owners, cadence).
Map the
merchant & buyer journeys
with stage gates and SLAs.
Baseline
TTV
and
activation
metrics; document current system gaps.
60 days — Systems live
Ship
v1 dashboards
(ops + exec), automated weekly health reports, and incident/comms templates.
Deliver
v1 playbooks
(onboarding, adoption, QBR, escalation) + training materials.
Launch
≥2 AI automations
(e.g., QBR draft, onboarding document generator) showing
≥20–25%
prep-time savings.
Achieve
predictable go-lives
on a multi-launch week; establish
go/no-go
criteria and risk burndown format.
QBRs delivered for target accounts; adoption plans approved with Sales/Product.
Present the
CS hiring plan
and role scorecards; propose v2 metrics (adding lagging indicators as scale justifies).
Note: We intentionally prioritize
building the measurement & reporting stack
before holding you to late-stage retention metrics. As volume increases, we’ll layer in lagging indicators (e.g., renewal rates), built on the system you design.
What You’ll Bring
6–10+ years
in
Customer Success/Account Management
(fintech/payments/lending or B2B SaaS), including complex implementations (ERP/e-commerce/payment).
A track record of
designing CS metrics & reporting
(defining KPIs, building dashboards, establishing data hygiene).
Process builder
who has authored scalable playbooks and operational cadences.
AI prompting
fluency (ChatGPT/Claude) with shipped automations and quantified time/quality impact.
Compensation & Rewards
Compensation : base salary will match the individual's experience & skillset (no equity at this time).
Bonuses : Eligible for milestone and annual performance bonuses (non-commission) tied to stage-appropriate outcomes—e.g., on-time go-lives, activation/adoption targets, CSAT/NPS baseline & improvement, systemization deliverables, and AI productivity gains.
Who We Are Founded in 2019, with an entrepreneurial vision for prosperity, growth, and innovation, Backd strives to empower and support the backbone of the economy which lies in its small to medium business enterprises, responsible for roughly 95% of the US job market today. We’re hitting our stride and need ambitious, take-charge individuals to join the team to help exceed the next chapter in our phenomenal growth!
Why Backd Backd saves businesses time and money! Not only that but we let these businesses maintain 100% ownership of their company. We provide speed, convenience, and a flexible repayment structure customized to your unique business.
Start-Up Life Our company has approximately 60 employees and we are looking to expand. Why work for a start-up? There are great opportunities and challenges to take on while building your existing skill sets.
Seniorities
Seniority level: Mid-Senior level
Employment type
Full-time
Job function
Project Management, Business Development, and Strategy/Planning
#J-18808-Ljbffr
Company:
BackdPayments (division of Backd Business Funding)
Location:
Austin, TX — On-site, Mon–Fri (5–10% travel)
About BackdPayments
BackdPayments powers
B2B Payments & BNPL
for distributors, manufacturers, and most B2B organizations. We enable merchant partners to offer
Net Terms and extended financing options to their business buyers —boosting conversion, AOV, and loyalty—while we assume risk and pay merchants upfront.
The Opportunity
This is a
founding, hands-on leadership role . You’ll build Customer Success
from the ground up —owning merchant implementations and buyer activation while you
design the measurement system itself : KPIs, health models, SLAs, reporting, and dashboards. You’ll create the
operating system
(playbooks, processes, tooling, AI workflows) that scales CS as we grow, with the capacity to support
a steady onboarding cadence (e.g., up to 2–3 new merchant launches per week) .
What You’ll Do
Build the CS operating system :
Define the
KPI framework
(leading indicators first), health scoring, journey stages, SLAs, and QBR cadence.
Stand up
reporting & analytics
(dashboards, scorecards, executive summaries) across CRM/ticketing/BI.
Own launches & activation :
Run end-to-end implementations (discovery, plan, integration/readiness, training, go-live).
Drive
buyer activation & adoption
across e-commerce and sales-assisted channels.
Author
playbooks
(onboarding, adoption, renewal, escalation), templates, checklists, and internal docs.
Produce merchant enablement kits and exec-ready QBR materials.
AI-enabled CS :
Use
ChatGPT/Claude
to automate onboarding checklists, QBR drafts, risk digests, macros/FAQ libraries; curate prompt libraries.
Revenue partnership & voice of customer :
Identify expansion plays (branches, channels, product lines); partner with Sales on proposals and forecast inputs.
Convert feedback into product requirements; help prioritize roadmap; pilot betas.
Design capacity plans, issue management, and comms cadences to reliably handle
multi-launch weeks .
Draft the
hiring plan
and develop the scorecard for the next CS hire(s).
What Success Looks Like (30/60/90) 30 days — Foundations
Publish the
CS KPI taxonomy
(leading indicators, definitions, data owners, cadence).
Map the
merchant & buyer journeys
with stage gates and SLAs.
Baseline
TTV
and
activation
metrics; document current system gaps.
60 days — Systems live
Ship
v1 dashboards
(ops + exec), automated weekly health reports, and incident/comms templates.
Deliver
v1 playbooks
(onboarding, adoption, QBR, escalation) + training materials.
Launch
≥2 AI automations
(e.g., QBR draft, onboarding document generator) showing
≥20–25%
prep-time savings.
Achieve
predictable go-lives
on a multi-launch week; establish
go/no-go
criteria and risk burndown format.
QBRs delivered for target accounts; adoption plans approved with Sales/Product.
Present the
CS hiring plan
and role scorecards; propose v2 metrics (adding lagging indicators as scale justifies).
Note: We intentionally prioritize
building the measurement & reporting stack
before holding you to late-stage retention metrics. As volume increases, we’ll layer in lagging indicators (e.g., renewal rates), built on the system you design.
What You’ll Bring
6–10+ years
in
Customer Success/Account Management
(fintech/payments/lending or B2B SaaS), including complex implementations (ERP/e-commerce/payment).
A track record of
designing CS metrics & reporting
(defining KPIs, building dashboards, establishing data hygiene).
Process builder
who has authored scalable playbooks and operational cadences.
AI prompting
fluency (ChatGPT/Claude) with shipped automations and quantified time/quality impact.
Compensation & Rewards
Compensation : base salary will match the individual's experience & skillset (no equity at this time).
Bonuses : Eligible for milestone and annual performance bonuses (non-commission) tied to stage-appropriate outcomes—e.g., on-time go-lives, activation/adoption targets, CSAT/NPS baseline & improvement, systemization deliverables, and AI productivity gains.
Who We Are Founded in 2019, with an entrepreneurial vision for prosperity, growth, and innovation, Backd strives to empower and support the backbone of the economy which lies in its small to medium business enterprises, responsible for roughly 95% of the US job market today. We’re hitting our stride and need ambitious, take-charge individuals to join the team to help exceed the next chapter in our phenomenal growth!
Why Backd Backd saves businesses time and money! Not only that but we let these businesses maintain 100% ownership of their company. We provide speed, convenience, and a flexible repayment structure customized to your unique business.
Start-Up Life Our company has approximately 60 employees and we are looking to expand. Why work for a start-up? There are great opportunities and challenges to take on while building your existing skill sets.
Seniorities
Seniority level: Mid-Senior level
Employment type
Full-time
Job function
Project Management, Business Development, and Strategy/Planning
#J-18808-Ljbffr