Inside OpenPayd: Get to know Shah Khan, Head of Customer Success

At OpenPayd, every team and role plays a part in shaping how we support our customers and grow as a business. In this interview, we sit down with Shah Khan, Head of Customer Success, to explore what his team does day-to-day, how his own career has evolved within OpenPayd, and what it takes to thrive in customer success at a fast-moving fintech scale-up.

Tell us about the Relationship Management & Customer Success Team at OpenPayd

It’s a team where ownership, growth, and client impact come together.

What does the Relationship Management & Customer Success Team mean to OpenPayd?

The team sits right at the heart of OpenPayd’s client success. This is the team that owns the relationship end-to-end and ensures clients don’t just use our platform but grow with it.

We work with regulated, international clients, so there’s a high level of trust and responsibility. What we do has a direct impact on retention, revenue, and long-term partnerships. This isn’t a support function; it’s a strategic one. 

How is the team structured today, and how do you see it evolving?

Today, the team is structured around clear ownership; each manager knows exactly which clients and accounts they’re responsible for. Expectations are well defined, but there’s also flexibility depending on the complexity of the client.

As the business grows, the team grows with it. We’re already seeing new roles emerging, more senior positions being created, and opportunities for people joining now to shape how the team operates in the future. 

What does client ownership look like?

Client ownership here is real. You’re not just responding to tickets; you’re responsible for the full relationship.

That means working with complex, regulated, international clients, managing everything from onboarding and integration to expansions and new product launches. You’re involved in strategic conversations, not just day-to-day issues.

What makes the Relationship Management & Customer Success Team a great place to build a career?

People join because they want exposure to FinTech and BaaS on a scale, and they want to work closely with senior stakeholders both internally and on the client side.

There’s a lot of autonomy and trust. You’re expected to take ownership, but you’re also supported. The learning curve is fast, and that’s something people really value.

Can you share real examples of career growth within the team?

 I’ve been part of OpenPayd since the very beginning, and few things are more rewarding than growing alongside a business you truly believe in. Over the years, I’ve had the privilege of witnessing the company evolve – navigating challenges, seizing opportunities, and consistently going from strength to strength.

From day one, OpenPayd has been more than just a workplace for me; it has been a platform for continuous learning, trust, and personal growth. I joined the business as a Key Account Manager, responsible for a portfolio of Tier 1 clients at a time when we were laying the foundations of what OpenPayd would become. Those early days required resilience, adaptability, and a hands-on mindset – qualities that continue to define our culture today. Nine years later, my role has grown alongside the company. I now manage two teams within the existing business remit and carry responsibility for the entirety of existing revenue. This journey has been shaped by opportunities to step outside my comfort zone, take ownership, and grow with the support of talented colleagues and leaders who value impact over hierarchy.

What makes this journey especially meaningful is not just the progression itself, but the trust placed in people to evolve, lead, and contribute at a broader level. OpenPayd has given me the space to grow professionally while remaining closely connected to the business, the clients, and the people who make our success possible.

How do performance and ownership translate into opportunities?

Growth here is very real and very visible. We’ve seen people grow significantly within the business, taking on more responsibility, broader client portfolios, and more strategic roles. Performance and ownership are recognised. If you consistently deliver, show initiative, and take responsibility, opportunities naturally follow.

Shah, what career paths can someone build after joining the Relationship Management & Customer Success Team?

There are several paths. Some people grow into senior RM or CS roles, others move into leadership positions as the team scales. A great example of this is Janis Gulbis. Janis is one of my direct reports who started as a Customer Success Manager four years ago and is now the Lead Customer Success Manager overseeing our Sofia team. 

Because OpenPayd is growing, internal mobility is very real, and people aren’t boxed into one career path.

Over the last four years, my journey from Customer Success Manager to Lead Customer Success Manager has been acontinuous work in progress, shaped by consistently taking ownership and delivering quick, diligent service to my clients. Rather than focusing only on day-to-day account management, I worked closely with clients as they scaled, rolled out new capabilities, and navigated complex operational setups. Acting as their first point of contact and staying proactive helped build long-term, trusted relationships and gradually led to wider responsibility within the team. As the client base grew, so did the opportunity to think beyond individual accounts. Stepping into the Lead CSM role has allowed me to shape how we work as a team, share experience, and help set a high standard for how we engage with complex, international clients. Looking ahead, I’m focused on contributing to the long-term growth of the Sofia team as OpenPayd continues to expand its client base.

Janis Gulbis, Lead Customer Success Manager, shares his career path since joining OpenPayd

How does OpenPayd support learning and development?

We have clear career frameworks and support learning both formally and on the job. There are learning budgets and access to external courses, but just as importantly, people get exposure to complex challenges early on.

You’re working with experienced colleagues, senior stakeholders, and real client problems – that’s where the strongest learning happens.

What kind of person thrives at OpenPayd?

People who do well here have a strong sense of ownership. They’re curious, comfortable with complexity, and communicate clearly.

You don’t need to have all the answers on day one, but you do need the desire to learn, take responsibility, and grow.   

What would you say to someone thinking about joining the team?

If you’re looking for a role where you can take real ownership, learn fast, and see the impact of your work on clients and the business, this is a great place to be.

We’re growing, the team is evolving, and there are real opportunities ahead. If that excites you, I’d encourage you to explore our open roles and have a conversation with us.

Are you interested in joining the Relationship Management & Customer Success Team at OpenPayd?

At OpenPayd, we’re growing fast and always on the lookout for curious, ambitious people who want to make a real impact. Explore our open roles and find your next opportunity – whether you’re looking to level up your career or take on new challenges. Check out our vacancies here.