We’re looking for a Director of Professional Services & Customer Experience to build and lead the team that gets our customers live, keeps them running and grows their use of Mesh over time.

You’ll lead a global team across Israel, Europe, and the US, including both managers and individual contributors. While this is first and foremost a leadership role, you’ll stay close to our key customers, get involved in our most strategic projects, and act as a trusted advisor to customers on both the technical and the financial side of their setup.

You’ll own implementation, integration, and technical customer experience from start to finish, for new customers, for expansions, and for day-to-day technical support of Mesh customers. You’ll work closely with Sales, Customer Success, Product, R&D, and Operations, and your team’s insights will help shape where Mesh goes next.

This is a global role with regular overlap with US working hours.

What You’ll Do

• Build and lead a unified Professional Services function that brings implementation and integration together, working in squads alongside our Customer Success Managers.
• Establish a customer-facing technical Customer Experience team that serves as the first line for technical issues, bugs and questions from Mesh customers.
• Partner with Customer Success Managers so they can focus on account growth, and work together to improve adoption, renewals and expansion.
• Build SOWs and project plans (Gantt charts) for customer projects and turn them into a scalable standard.
• Stay involved in our most strategic customer projects, especially with Enterprise and Mid-Market customers.
• Own escalations and risk management for key accounts, with a clear, repeatable framework for handling difficult situations before they become churn risks.
• Support the Sales team in complex deals that require your involvement.
• Define KPIs and OKRs for the team, and build the processes and SLAs behind them, covering time to go-live, ticket response and resolution times, and CSAT.
• Partner with the COO on scoping and pricing implementation and integration packages.
• Work with the Support team to strengthen first-line technical responses through tools, knowledge and clear escalation paths.
• Lead your team in building a knowledge base and technical resources, working alongside them to create the playbooks, use cases and best practices they use with customers.
• Be the voice of the customer, turning patterns from the field into clear, prioritized input for Product and R&D.
• Bring AI into how the team works, using AI tools to speed up implementations, ticket resolution and team management.
• Coach, mentor and train the team on the new working methodology: squads, SOWs, project plans and KPIs.
• Collaborate closely with Product, R&D, Operations, Sales and Customer Success to turn customer needs into product and process improvements.

What You Bring

• 6+ years in post-sale roles at B2B SaaS companies, such as Professional Services, Implementation, Support or Customer Experience
• 3+ years managing global, distributed teams, including managing managers
• Proven experience leading implementations and managing projects with large customers at SaaS companies
• Experience working with global Enterprise and Mid-Market customers in the US and Europe
• Hands-on use of AI tools in your day-to-day work
• Strong project management, organization, and communication skills, and a hands-on leader who’s comfortable moving between strategy and execution, and rolling up your sleeves on customer projects when needed
• Native or near-native English

Big Plus

• Experience with integration projects: ERP (especially NetSuite), HRIS, SSO, and SFTP
• Familiarity with finance and accounting workflows
• Background in fintech, payments or spend management

Sounds like your kind of challenge?

Send your resume to mesh-jobs@meshpayments.com, and let’s talk!