Associate Director, Customer Success

FreedomPay

Customer Success Manager serving enterprise clients at a fast-growing commerce technology company. Leading retention strategies and managing senior stakeholder relationships.

Posted 6/1/2026full-timePhiladelphia • Pennsylvania • 🇺🇸 United StatesSeniorWebsite

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Hard Skills

customer success strategiesaccount managementoperational improvementcustomer success metricsonboarding processesescalation managementdata analysisstrategic enhancement requests

Soft Skills

leadershipmentoringcoachingcommunicationexecutive presencerelationship managementproblem-solving

Tools & Technologies

SaaSCRM systems

Industry Keywords

enterprise clientscustomer lifecycleretentionadoptioncustomer satisfactionstakeholder relationships

About the role

Key responsibilities & impact

Lead strategic relationships for a portfolio of enterprise clients, serving as a senior point of contact and trusted advisor throughout the customer lifecycle
Develop and execute customer success strategies that improve retention, adoption, customer satisfaction, and long-term account growth
Coach, mentor, and provide day-to-day guidance to Customer Success Managers, helping elevate team performance and consistency
Partner closely with Sales, Product, Support, Operations, and Leadership to align on customer priorities, escalations, renewals, and expansion opportunities
Oversee executive business reviews, success planning, and high-impact customer meetings with confidence and strong executive presence
Identify customer risks proactively through account health indicators, engagement trends, and feedback, and drive action plans to mitigate churn
Establish and refine scalable processes, playbooks, and standards across onboarding, adoption, escalation management, and ongoing account engagement
Analyze customer success metrics and team performance data to identify opportunities for operational improvement and stronger business outcomes
Help distinguish between support issues, product gaps, and strategic enhancement requests, and influence internal prioritization accordingly
Serve as the voice of the customer internally by translating client feedback into actionable insights for cross-functional stakeholders

Requirements

What you’ll need

Bachelor’s degree in Business, Technology, or a related field, or equivalent work experience.
Minimum of 8 years of experience in Customer Success, Account Management, Consulting, or a similar customer-facing role supporting complex or enterprise clients.
Minimum of 2 years of experience leading, mentoring, or developing customer-facing team members.
Experience working within a SaaS, payments, or technology-focused organization.
Demonstrated success managing senior stakeholder relationships and driving retention, adoption, and account growth.

Benefits

Comp & perks

medical
prescription
dental and vision coverage
Life Insurance
Retirement Plans with company match
commission sharing plan
flexible hybrid working environment
great parental and other leave programs