Versapay

Director, Customer Success – Merchant Services

Versapay

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $120,000 - $140,000 per year

Job Level

Lead

About the role

  • Define and execute the strategic vision for customer success, retention, and growth across enterprise merchant portfolio
  • Build, mentor, and scale a team of Customer Success Managers; establish goals, KPIs, and career paths
  • Oversee strategic relationship management for highest-value accounts and create executive relationships
  • Own and exceed portfolio revenue targets including retention, expansion, and customer health metrics
  • Establish strategic account planning frameworks and lead high-stakes negotiations and resolutions
  • Develop predictive indicators and early warning systems to identify at-risk accounts and growth opportunities
  • Collaborate with Product, Sales, and Professional Services to ensure customer needs drive roadmap and GTM strategies
  • Partner with Finance on 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 scalable processes
  • Create and oversee customer success programs: onboarding, training, advocacy, EBRs, voice-of-customer, and health scoring

Requirements

  • 8+ years of experience in customer success with at least 3 years in a leadership role (description)
  • 5+ years experience in Customer Success with 3+ years in a leadership role (listed under "What you'll bring")
  • 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
  • Strategic Vision and ability to develop and execute long-term strategies
  • Team development experience building, coaching, and scaling high-performing teams
  • Executive presence and strong communication skills with ability to influence at all levels
  • Deep understanding of SaaS metrics, customer success economics, and business operations
  • Strong understanding of payment technologies, merchant services, and enterprise software
  • Data-driven approach 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
  • Customer-obsessed mindset and results orientation