Director - Customer Success
November 29
Description
• Director of Customer Success for Merchant Services team defines and executes customer success strategies. • Build and lead a team of Customer Success Managers for strategic relationship management and program development. • Oversee data-driven success programs and collaborations with executive leadership to enhance customer satisfaction.
Requirements
• 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 • 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 • 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 • 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 the ability to anticipate industry trends • Results Orientation: Strong focus on achieving measurable outcomes while maintaining high standards of excellence
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