---
title: 'VP Client Success & Experience UK at Paymentology'
canonical: 'https://feeny.ai/job/vp-client-success-experience-uk-paymentology-united-kingdom-p165ftd26mfx'
type: 'job'
last_seen: '2026-09-13'
---

# VP Client Success & Experience UK at Paymentology

- **Company:** Paymentology
- **Location:** United Kingdom
- **Employment:** contract
- **Work type:** hybrid
- **Posted:** 2026-08-13
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.ashbyhq.com/paymentology/7d2c8578-fe19-4096-ae87-10bb9967e52d

## Job description

Unstoppable starts with people. The future of payments is being built today, and at Paymentology, we are looking for people who want to help shape it. We power card issuing for leading banks, fintechs and digital brands across the globe, and as we continue to grow, we are looking for curious, ambitious people who thrive on solving complex challenges, embrace innovation and want to make a tangible impact at global scale. We're looking for a VP Client Success & Experience to lead and transform Paymentology’s global post-onboarding client organization, leading Customer Support and deveop the Client Success Operations into a unified function. You will partner with the Account Management teams and act as the key technical and product partner for our clients. This strategic leadership role is responsible for driving client outcomes, adoption, retention, operational excellence, and long-term partnership success across our global client base. You will build a proactive, data-driven, and AI-enabled client success model that combines human expertise, predictive intelligence, automation, and self-service capabilities to deliver exceptional client experiences at scale. If you're a transformational leader with deep experience in payments, fintech, banking infrastructure, or complex B2B technology environments, and you're passionate about leveraging AI and operational innovation to create measurable client value, this is an opportunity to shape how Paymentology is experienced by clients globally.

What you get to do: Leadership & Client Success Strategy

- Lead the global Client Success & Experience organization, unifying Customer Support and develop the Client Success Operations function.
- Define and execute the future-state client success strategy, ensuring a seamless and consistent client experience across all touchpoints.
- Build a proactive client engagement model focused on adoption, retention, operational excellence, and long-term partnership success.
- Champion a culture of accountability, ownership, client-centricity, and continuous improvement.
- Develop and mentor leaders across Client Success and Support functions.

AI, Automation & Innovation

- Build predictive client health and retention frameworks that identify risks and opportunities before they impact clients.
- Leverage AI and data analytics to uncover adoption barriers, growth opportunities, and emerging client risks.
- Implement AI-assisted support capabilities including intelligent case triage, knowledge retrieval, resolution recommendations, and workflow automation.
- Drive the adoption of self-service capabilities that empower clients and reduce dependency on manual intervention.
- Establish governance frameworks and performance measurement for AI-enabled client experience initiatives.

Operational Excellence & Client Experience

- Improve client experience through proactive engagement, operational transparency, and scalable support models.
- Deliver real-time visibility into platform health, program performance, reporting, and operational insights.
- Drive improvements in support responsiveness, issue ownership, escalation management, and resolution predictability.
- Establish client health scoring frameworks and operational performance metrics.
- Reduce manual effort through automation, intelligent workflows, and scalable service delivery models.

Cross-Functional Collaboration

- Partner closely with Product, Engineering, Implementations, Commercial, and Operations teams to improve client outcomes.
- Translate client feedback, friction points, and operational challenges into actionable product and process improvements.
- Drive executive-level visibility into client health, satisfaction, retention risks, and growth opportunities.
- Ensure alignment between client success objectives and broader business strategy.

Requirements: What it takes to succeed:

- Strong leadership experience managing global Client Success, Technical Account Management, Customer Support, or Client Operations teams.
- Deep understanding of client lifecycle management, customer success methodologies, and operational excellence frameworks.
- Proven ability to lead large-scale transformation initiatives and build high-performing global organizations.
- Experience leveraging AI, automation, predictive analytics, and self-service technologies to improve client outcomes and operational efficiency.
- Strong commercial acumen with the ability to understand client business models and align operational performance with growth opportunities.
- Excellent stakeholder management skills with the ability to influence and collaborate across executive leadership teams.
- Data-driven decision-making capabilities with experience establishing and tracking meaningful client success and support metrics.
- Strong communication, strategic planning, and organizational leadership skills.
- Ability to thrive in complex, fast-paced, global environments while balancing strategic priorities with operational execution.

Education & Experience:

- Bachelor’s degree in Business, Technology, Computer Science, Engineering, or a related discipline preferred.
- Extensive senior leadership experience in Customer Success, Customer Support, Client Operations, or related functions.
- Experience within fintech, payments, issuer processing, banking infrastructure, financial services, or complex B2B technology environments.
- Demonstrated success scaling global teams and driving measurable improvements in client satisfaction, retention, adoption, and operational performance.
- Track record of implementing AI-enabled client experience strategies, automation initiatives, and scalable support models.
- Experience working with executive stakeholders and leading cross-functional transformation programs within high-growth organizations.

At Paymentology, we believe that making a difference starts with the people behind the work. You will be part of a diverse, global team of Paymentologists who are united by a shared mission to advance the world through payments. This is an opportunity to contribute to meaningful work, collaborate across markets and functions, and help shape the future of a business with global reach and real impact. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace where everyone can thrive. We welcome applications from people of all backgrounds and do not discriminate on any unlawful ground, including race, colour, ethnicity, sex, gender, pregnancy, marital status, family responsibility, age, disability, sexual orientation, religion, belief, language or HIV status. Paymentology will never request any form of payment from applicants at any stage of our recruitment process, including for applications, interviews, training or job placements. If anyone asks you for money while claiming to act on behalf of Paymentology, please treat this as fraudulent and do not make any payment. All legitimate Paymentology vacancies are advertised via our official [careers](https://www.paymentology.com/about-us/careers) page , and our recruitment emails are sent only from official Paymentology domains.

## About Paymentology

## Company Overview
- **One-liner**: Paymentology is a global card issuing and processing platform that enables fintechs, digital banks, and financial institutions to launch, run, and scale card programs across 60+ countries from a single cloud-native platform.
- **Entity Type**: Private (venture-backed)
- **Headquarters**: London, United Kingdom (with major hubs in South Africa and the UAE)
- **Founded**: 2014 (Paymentology UK); merged with Tutuka (founded ~1998) in 2021
- **Founders**: Information not publicly available (merged entity from two legacy companies)

## Core Business
- **Primary Industry**: Payments infrastructure / Financial Technology (Fintech)
- **Target Customers**: B2B — Fintechs, digital banks, financial institutions, and enterprises (issuing and processing side)
- **Mission/Purpose**: To build the platform modern payments need — making payments infrastructure work always, everywhere, for everyone. Business growth and social impact go hand in hand through their "Changing Lives" initiatives.

## Products & Services
- **Cloud-Native Card Issuing & Processing Platform**: A modular, API-first platform that allows clients to issue and process credit, debit, prepaid, and virtual cards across any market. Supports multi-currency, real-time data feeds, and instant card issuance.
- **Mastercard & Visa Principal Member**: Enables clients to launch card programs without needing individual sponsorship in each market.
- **Multi-Rail Processing**: Supports cross-border and real-time payments, including crypto/stablecoin players, remittances, and travel payments.
- **Program Management**: End-to-end support from launching a first card program to scaling or pivoting into new markets without replatforming.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: Over 1 billion transactions processed annually across 65+ countries; 500+ employees
- **Notable Investors/Partners**: Clients include fintechs, banks, and digital banks across 5 continents. Partnership ecosystem includes Mastercard, Visa, as well as crypto/stablecoin players.
- **Growth Signals**:
  - Formed in 2021 through the merger of Paymentology UK (cloud-native pioneer) and Tutuka (25+ years processing in LATAM, SEA, and Middle East) — creating a global footprint with deep local expertise.
  - 500+ employees across 65 countries, speaking 40+ languages, spanning 14 time zones.
  - Offices/hubs in London, South Africa (Durban/Johannesburg), and UAE (Dubai), plus staff on the ground in 60+ countries.
  - Processes payments across 5 continents with income generated in just one year across all continents.
  - 400+ clients globally.

## Competitive Advantages
- **Global Infrastructure**: Principal membership with Mastercard and Visa, enabling instant market entry across 60+ countries without local sponsorship.
- **Cloud-Native + Legacy Depth**: Combines modern cloud-native technology with 25+ years of real-world processing experience (via Tutuka heritage).
- **Single Platform, Multi-Market**: Clients can launch, scale, pivot, or enter new markets without rebuilding — a massive moat against legacy processors.
- **Local Expertise**: Employees on the ground in 60+ countries, not just remote support, providing deep regulatory and market knowledge.
- **Multi-Currency & Multi-Rail**: Supports everything from traditional card rails to crypto, stablecoins, and real-time cross-border payments.
- **Social Impact**: "Changing Lives" initiative makes technology accessible for financial education in developing markets — differentiating from purely profit-driven competitors.

## Strategic Focus
- Continuing to expand geographic reach, with a specific focus on enabling fintechs, digital banks, and crypto/stablecoin players to issue and process payments globally.
- Deepening multi-rail capabilities to handle "this century and the next" — from traditional cards to digital assets, real-time, and cross-border payments.
- Scaling the platform to process billions more transactions while maintaining 24/7 customer support and local presence.
- Growing the team (currently 500+) to match the exploding demand for global payment infrastructure.

## Why Work Here
- **Global & Remote-First**: 500+ employees in 65 countries, speaking 40+ languages. The company provides flexibility, tools, and trust to do best work from anywhere.
- **Engineering & Problem-Solving Culture**: The company seeks "puzzle solvers" — people who think deeply, take ownership, stay curious, and care about what they build. The culture emphasizes "we raise the standard" and "we build for what's next."
- **Growth & Learning**: "We grow together" — the best ideas move when people share them. The company invests in learning and upward mobility.
- **Humanity First**: "We lead with humanity" — respect, empathy, and integrity are core values. The company actively warns candidates about job scams and protects applicants.
- **Tangible Impact**: Work that directly enables financial inclusion and payment access across developing markets (e.g., Nairobi, Mexico City, Dubai).
- **Interviews**: Structured process — application review, shortlist, video interviews, a project challenge (to see how candidates think), final interview, then offer. No rushed offers or shady practices.
- **Background Checks**: Enhanced financial-sector background checks are standard, with full support from the team.
- **Perks**: Remote-first, flexible work, tangible benefits, and room to "grow, scale, pivot, and build" — echoing their own platform philosophy.

## Sources
1. [Paymentology About Us](https://www.paymentology.com/en/about-us)
2. [Paymentology Website (Home)](https://www.paymentology.com/en/)
3. [Paymentology Careers Page](https://www.paymentology.com/en/about-us/careers)
4. [Paymentology Team Page](https://www.paymentology.com/en/team)
5. [Paymentology Jobs Portal](https://jobs.paymentology.com/)

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