Director, Customer Success - Merchant Services

What you'll do:

Strategic Leadership 
• Build, mentor, and scale a high-performing team of Customer Success Managers, establishing clear goals, KPIs, and career development paths 
• Develop and execute the strategic vision for customer success, including programs for retention, expansion, and customer advocacy 
• Partner with executive leadership to align customer success initiatives with company objectives and growth targets 
• Design and implement scalable processes that enable consistent delivery of exceptional customer experiences 
Revenue & Portfolio Management 
• Own and exceed portfolio revenue targets, including retention, expansion, and customer health metrics 
• Establish strategic account planning frameworks and oversee their execution across the enterprise customer base 
• Develop predictive indicators and early warning systems to identify at-risk accounts and growth opportunities
• Create and maintain executive relationships with strategic customers, leading high-stakes negotiations and resolutions
Cross-functional Leadership
• Collaborate with Product, Sales, and Professional Services leadership to ensure customer needs drive product roadmap and go-to-market strategies
• Partner with Finance to develop forecasting models and metrics for customer success performance
• Lead organizational change initiatives to improve customer experience and team efficiency
• Design and implement customer success technology stack and tools to enable team scalability
Program Development
• Create and oversee customer success programs including onboarding, training, and customer advocacy initiatives
• Establish best practices for Executive Business Reviews (EBRs) and strategic account planning
• Develop voice-of-customer programs to capture and activate customer feedback
• Design and implement customer health scoring systems and success metrics

What you'll bring to the team:

Experience & Education
• 5+ years experience in Customer Success with 3+ years in a leadership role
• Extensive background in Merchant Services with experience in payment Acquirer, Payfac, and/or ISO environments
• Bachelor's Degree
• Proven track record of building and scaling customer success teams in high-growth environments


Leadership Competencies
• Strategic Vision: Ability to develop and execute long-term strategies that drive business growth and customer success
• Team Development: Experience building, coaching, and scaling high-performing teams
• Executive Presence: Strong communication skills with the ability to influence at all levels of the organization and with customers
• Business Acumen: Deep understanding of SaaS metrics, customer success economics, and business operations


Technical & Analytical Skills
• Strong understanding of payment technologies, merchant services, and enterprise software
• Data-driven approach to decision making with experience in customer success metrics and analytics
• Proficiency with CRM platforms, customer success tools, and business intelligence systems
• Experience with change management and process improvement methodologies


Personal Qualities
• Customer Obsession: Passionate about customer success with a track record of driving customer-centric culture
• Strategic Thinking: Ability to balance long-term vision with short-term execution
• Leadership: Natural ability to inspire and motivate teams while driving accountability
• Innovation: Forward-thinking approach to customer success with ability to anticipate industry trends
• Results Orientation: Strong focus on achieving measurable outcomes while maintaining high standards of excellence