Global Payments Inc.

Director of Client Success

Global Payments Inc.

full-time

Posted on:

Location Type: Remote

Location: California • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $145,000 per year

Job Level

Lead

About the role

  • Lead, coach, and scale a Client Success organization consisting of 4 direct‑report managers and their teams
  • Set clear expectations, success metrics, and accountability across all management layers
  • Own and drive performance against key Client Success KPIs, including: Net Revenue Retention (NRR), Customer Churn, CSQL (Customer Success Qualified Leads), Renewals, Account Relationship Health
  • Forecast renewals and expansion revenue with accuracy and consistency
  • Proactively identify renewal risk and implement mitigation and recovery plans
  • Serve as executive sponsor for strategic and high‑value accounts
  • Strengthen senior‑level relationships to ensure long‑term partnerships and customer advocacy
  • Ensure consistent, value‑driven engagement across the entire client journey
  • Partner closely with Sales, Account Management, Product, and Support to align on client outcomes
  • Support expansion strategy through strong collaboration on CSQL generation and opportunity execution
  • Champion customer feedback internally to influence product roadmap and service improvements
  • Establish and optimize Client Success processes, playbooks, and systems
  • Build scalable frameworks for onboarding, adoption, renewals, and expansion
  • Leverage data and reporting to monitor customer health, performance trends, and team effectiveness

Requirements

  • 8–12+ years of experience in Client Success, Account Management, or Customer Experience
  • 3–5+ years of people management experience, including management of managers
  • Demonstrated ownership of NRR, churn reduction, renewals, and expansion revenue
  • Strong executive presence with experience managing senior customer stakeholders
  • Proven ability to align Client Success initiatives with broader revenue goals
  • Experience in B2B, SaaS, or recurring‑revenue business models
  • Strong partnership experience with Sales and revenue leadership
  • Familiarity with CRM and Client Success platforms (Salesforce, Gainsight, Totango, Catalyst, etc.)
  • Experience scaling Client Success teams in growth‑stage organizations
Benefits
  • medical, dental and vision care
  • EAP programs
  • paid time off
  • recognition programs
  • retirement and investment options
  • charitable gift matching programs
  • worldwide days of service
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Net Revenue RetentionCustomer ChurnCustomer Success Qualified LeadsRenewalsAccount Relationship HealthData AnalysisPerformance MonitoringOnboarding ProcessesAdoption StrategiesExpansion Revenue
Soft Skills
LeadershipCoachingStrategic ThinkingRelationship BuildingCollaborationExecutive PresenceAccountabilityCommunicationProblem SolvingInfluencing