Team Lead - Customer Success Management

TerraPay Bogota, Colombia

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Role Overview:

This role is accountable for end‑to‑end B2B partner onboarding through BAU, ongoing account management, and full ownership of complex projects and programs through closure. The position operates in a global, matrixed environment and requires strong leadership, stakeholder management, and execution capabilities within the payments, forex, or international money transfer ecosystem.

How you will create impact:

Responsibilities:

1. End‑to‑End Partner Onboarding to BAU

Own and drive end‑to‑end onboarding of B2B partners, from initiation and due diligence through go‑live and stabilization into BAU operations.
Coordinate onboarding activities across technology, operations, compliance, legal, finance, and risk teams to ensure timely and compliant delivery.
Ensure onboarding aligns with commercial agreements, regulatory requirements, operational readiness, and SLAs.
Manage dependencies, readiness checkpoints, and handover criteria to ensure a seamless transition into BAU.

2. Account Management & Partner Relationship Ownership

Act as the primary account owner post‑onboarding, responsible for partner health, retention, and long‑term relationship management.
Manage day‑to‑day and strategic engagement with partners, including performance reviews, SLA tracking, issue resolution, and continuous improvement initiatives.
Partner with internal teams to identify growth opportunities, product enhancements, and process optimizations aligned to partner needs and commercial objectives.
Maintain strong governance through regular reviews, reporting, and escalation management, ensuring consistent service delivery and partner satisfaction.
Balance partner experience with commercial performance, ensuring mutually beneficial outcomes.

3. Client & Stakeholder Management

Serve as the single point of accountability for clients and internal stakeholders across onboarding, BAU, and change initiatives.
Build and maintain trusted relationships with global clients, senior leadership, and cross‑functional teams across geographies and time zones.
Facilitate alignment and decision‑making among stakeholders with diverse or competing priorities, driving timely resolution.
Clearly articulate business, operational, and regulatory implications of initiatives, risks, and decisions.

4. Project & Program Ownership

Own end‑to‑end project and program delivery, driving initiatives from definition through execution, closure, and benefits realization.
Manage the project business case, scope, milestones, costs, dependencies, risks, and issues.Track and report on delivery metrics, SLAs, and KPIs, taking corrective action where required.
Apply structured problem‑solving and root cause analysis to resolve complex issues.
Take full ownership to drive projects to closure, removing blockers and ensuring accountability for outcomes.

5. Strategic & Domain Responsibilities

Apply strong understanding of the payments and international money transfer (IMT) ecosystem, including forex markets and cross‑currency transaction flows.
Monitor and interpret the external environment (regulatory, political, competitive), translating impacts into actionable business decisions.
Evaluate business‑wide impact of decisions on timelines, cost, risk, and partner outcomes.

6. Skills & Competencies

Strong decision‑making and judgment in fast‑paced, results‑driven environments.
Proven ability to lead and influence in a matrixed global organization.
Strategic thinker with strong execution and delivery focus.
Excellent facilitation, prioritization, and risk management skills.
Ability to translate complex data and analysis into clear, actionable recommendations.
Excellent verbal, written, and interpersonal communication skills.

Interview rounds & assessments:

Table for Two:
A brief chat with one of our Recruiters to assess your foundational competencies and provide an overview of TerraPay.
Beyond the Bio:
A discussion with an SME or the RM to evaluate your role-specific knowledge, problem-solving abilities, and gain a deeper understanding of the company and team dynamics.
Manager Meetup:
A comprehensive discussion about the role and responsibilities, expectations, and mapping out potential career growth.

Why TerraPay:

TerraPay is a global money movement player on a mission to build a borderless financial world. We believe payments should be instant, reliable, transparent, seamless, and fully compliant.

We are proud to be a twice-certified Great Place to Work and were featured in the 2023 CB Insights Fintech 100 and the 2024 Financial Times 1000 lists.