Head of Customer Success

Are you passionate about driving customer satisfaction and building long-term relationships? We are looking for a dynamic and strategic leader to oversee our Customer Success function for the merchant services business. As the Head of Customer Success, you will play a crucial role in enhancing partner and merchant satisfaction, increasing retention, and driving revenue growth. This position requires a strong understanding of the payments industry and a proven ability to lead high-performing customer success teams.

What You'll Do

Strategic Leadership

Develop and implement a comprehensive customer success strategy aligned with company goals for growth and retention.

Oversee the entire customer journey, from onboarding and activation to ongoing support and engagement.

Collaborate with senior leadership to ensure customer needs and feedback shape company strategy.

Merchant & Partner Success and Retention

Lead initiatives to improve merchant satisfaction, ensuring a seamless onboarding experience and increased product adoption.

Develop and execute programs to reduce churn and enhance long-term customer retention.

Work closely with key partners and large merchants to understand their needs and deliver tailored solutions.

Client Services & Relationship Management

Manage and mentor a team of client services, partner success managers, and relationship managers.

Build and maintain strong relationships with strategic merchants and partners, serving as a key escalation point for complex issues.

Identify opportunities for upselling and cross-selling, driving revenue growth within the merchant portfolio.

Operational Excellence

Define and track key performance indicators (KPIs) such as Net Promoter Score (NPS), retention rate, and customer lifetime value (CLTV).

Streamline processes to enhance efficiency and scale the customer success function.

Collaborate with product, operations, and technology teams to align the product roadmap with merchant feedback and industry trends.

Team Leadership & Development

Lead, mentor, and inspire a high-performing team, fostering a customer-first culture.

Provide guidance and support to ensure the team meets or exceeds targets for satisfaction, retention, and revenue growth.

Implement training and development programs to enhance industry knowledge, product expertise, and customer service skills.

Industry Expertise & Reporting

Stay up to date with trends, regulations, and technology advancements in payments and merchant acquiring.

Share industry insights to inform business strategy and maintain a competitive edge.

Provide regular reports and updates to senior management on performance, challenges, and strategic initiatives.

What You Bring

Minimum Requirements:

Bachelor's degree in business, marketing, finance, or a related field.

10+ years of experience in customer success, account management, or client services within the payments or merchant acquiring industry.

Willingness to travel up to 30% for client meetings.

Proven track record of leading customer success or account management teams in a high-growth, complex environment.

Strong understanding of the payments ecosystem, including merchant acquiring and fintech.

Exceptional leadership skills with experience managing and scaling large teams.

Analytical mindset with a data-driven approach to decision-making and process improvements.

Excellent communication, relationship management, and interpersonal skills.

Preferred Qualifications:

Experience in a fast-paced, high-growth company, ideally in the payments or fintech sector.

Proficiency in customer success platforms, CRM tools (Salesforce, HubSpot), and analytics tools.

Ability to manage multiple priorities and navigate complex issues under pressure.

Compensation & Benefits

Salary: $220k + 20% AIP Bonus

Paid Time Off: 3 weeks to start; unlimited PTO after year 1

Health Benefits: Medical, Dental, and Vision coverage

Retirement: 401(k) match

Additional Perks: Education expense reimbursement, gym membership reimbursement, HSA/FSA, Employee Assistance Program (EAP)

Work Environment & Physical Requirements

Prolonged sitting, standing, bending, and stretching may be required.

Ability to lift up to 10 pounds.

Manual dexterity and normal range of hearing and vision (with or without correction) required.

Join Us!

If you're a strategic leader who thrives in a dynamic, fast-paced environment and wants to make a real impact in the payments industry, we'd love to hear from you. Apply today and help shape the future of customer success!
Employment Type: Full-Time
Salary: $ 220,000.00 Per Year