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Mesh Payments is seeking a Director of Implementation & Customer Experience to build and lead a global Professional Services and Customer Experience function. You will oversee a distributed team across Israel, Europe, and the US, including both managers and individual contributors, while maintaining hands-on involvement with strategic customers and key projects.
In this role, you will own the complete customer lifecycle from implementation through ongoing technical support. Key responsibilities include:
• Building a unified Professional Services function that integrates implementation, integration, and technical customer experience, working in cross-functional squads with Customer Success Managers
• Establishing a customer-facing technical support team as the first line for technical issues, bugs, and customer questions
• Developing scalable processes including SOWs, project plans (Gantt charts), and standard methodologies for customer engagements
• Staying actively involved in strategic customer projects, particularly with Enterprise and Mid-Market accounts
• Owning escalations and risk management for key accounts with clear frameworks to prevent churn
• Defining KPIs, OKRs, and SLAs covering time-to-live, ticket response/resolution times, and CSAT
• Partnering with the COO on implementation and integration package scoping and pricing
• Building a comprehensive knowledge base and technical resources with your team
• Serving as the voice of the customer, translating field patterns into prioritized product and R&D input
• Integrating AI tools into team workflows to accelerate implementations, ticket resolution, and management
• Coaching and mentoring the team on new methodologies and best practices
• Collaborating with Product, R&D, Operations, Sales, and Customer Success on continuous improvement
This is a global role with regular overlap with US working hours, requiring hands-on leadership that balances strategic direction with execution.
REQUIREMENTS:
• 6+ years in post-sale roles at B2B SaaS companies (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 SaaS customers
• Experience working with global Enterprise and Mid-Market customers in the US and Europe
• Hands-on use of AI tools in day-to-day work
• Strong project management, organization, and communication skills
• Hands-on leader comfortable moving between strategy and execution
• Native or near-native English proficiency
BIG PLUS:
• Experience with integration projects (ERP, especially NetSuite; HRIS; SSO; SFTP)
• Familiarity with finance and accounting workflows
• Background in fintech, payments, or spend management
