Director, Customer Success – Merchant Services
Versapay
Assistant Vice President, Customer Success
TimelyCare
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $160,000 - $170,000 per year
Job Level
Lead
About the role
- Set and execute the long-term strategy for Customer Success aligned with TimelyCare’s growth, retention, and revenue goals
- Establish a scalable success framework that balances high-touch executive partnership with digitally enabled scale
- Champion a customer-centric and data-informed culture that balances satisfaction, retention, and revenue outcomes
- Serve as a thought leader internally and externally—representing the voice of the customer across the business and building a strong advocacy presence
- Continuously evaluate and refine success frameworks based on data insights and customer feedback
- Build and nurture deep, trusted relationships with executive stakeholders positioning TimelyCare as a strategic partner
- Create and scale a Voice of the Customer (VoC) framework that captures strategic insights, drives client advocacy, and informs the product roadmap
- Develop scalable customer success strategies that align resources effectively across all segments, ensuring the right level of touch for each customer tier
- Design scalable engagement models and leverage tools such as Gainsight to drive efficiency, consistency, and visibility across the customer lifecycle
- Lead, inspire, and develop a high-performing team of CSMs and people managers, fostering a culture of accountability, positivity, and results
- Coach team members to excel in strategic engagement, executive communication, and proactive value delivery
- Lead organizational design and hiring strategies to support continued growth and evolving customer needs
Requirements
- 8+ years of experience in SaaS Customer Success, including 5+ years in senior leadership
- Proven success leading Customer Success as a strategic growth function
- Track record of owning and driving measurable improvements in key metrics such as NRR, GRR, NPS, and CSAT
- Experience driving executive engagement and growth across a diverse portfolio of accounts
- Strong operational acumen and hands-on experience in Gainsight and Salesforce
- Ability to thrive and scale teams in high-growth, fast-paced, mission-driven environments
- Strategic thinker with excellent communication, influence, and change management skills
- Skilled cross functional collaborator, aligning Product, Sales, Marketing, Finance, and Support to deliver a seamless customer experience
- Preferred: Experience in higher education, digital health, or mission-driven tech environments
- Preferred: Familiarity with hybrid customer engagement models including digital-first strategies
