Director of Client Success
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Job Description
Director of Client Success at Global Payments leading team to drive client retention and success. Oversee performance metrics and foster executive-level client relationships.
Responsibilities:
- 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
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