Director, Payments
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Job Description
Director of Payments scaling CARET Pay, embedded payments integrated into legal practice management software. Owning go-to-market strategy, merchant activation, P&L, and processor relationships.
Responsibilities:
- Own and scale the go-to-market strategy, operating model, and revenue performance for CARET Pay
- Own the payments operating model and P&L
- Establish weekly boarding and activation reviews, monthly cross-functional business reviews, and quarterly executive updates
- Own end-to-end payments performance, including net revenue, processed volume, net spread, merchant activation, and merchant retention
- Establish accountability, SOPs, and rules of engagement across Sales, Payments, Implementation, Training, and Customer Success
- Own merchant boarding for new-logo and migration deals
- Reduce merchant application friction and improve underwriting-stipulation resolution
- Qualify payments fit at point of sale and ensure payments sellers engage prospects during the LPM sale
- Develop account-level strategies for complex customers with Sales, CSMs, and Migration
- Drive adoption of invoicing and accounting workflows within practice management products
- Segment the installed base, build named-account plays, and provide concierge onboarding for major activation opportunities
- Establish 30- and 60-day post-go-live transaction follow-ups
- Build the processor-switching toolkit with Marketing and test switching incentives with Finance
- Diagnose processor reversion causes and prioritize product improvements with Product and Engineering
- Partner with Sales and GTM leadership on the broader B2B commercial strategy
- Lead, coach, and grow the payments team
- Design payments quotas, compensation plans, and referral incentives with Sales leadership and Finance
- Define and monitor payments metrics and build CRM and BI reporting
- Own pricing, fee schedules, promotional economics, and ACH-versus-card mix with Finance
- Protect existing revenue by monitoring merchant concentration, volume declines, and processor shifts
- Manage payment-processing and payment-facilitator partner relationships
- Partner with Legal, Finance, Risk, and Compliance on agreements, payment structures, and commercial terms
- Stay current on card network rules, PCI obligations, ACH requirements, and trust-account handling rules
Requirements:
- 10+ years of experience in B2B payments, fintech, or SaaS
- At least 3 years leading a payments function or a cross functional payments go to market motion
- Experience owning or leading integrated or embedded payments within a software/SaaS environment
- Experience across the full lifecycle from onboarding and migration through ongoing performance
- Proven ability to work cross functionally with Sales, Customer Success, Product, Engineering, Operations, Finance, and Legal
- Strong hands-on operating ability and strategic vision
- Excellent analytical skills, including customer segmentation, cohort, and unit economics analysis
- Strong commercial judgment and executive presence
- Ability to influence without direct authority
- Experience presenting to customers and the executive team
- Track record of improving merchant boarding, activation, or attach quality in an embedded payments business
- Experience winning volume away from incumbent processors
- Working knowledge of interchange, ACH versus card, net spread, pricing, and promotional structures
- Experience hiring, coaching, and managing a small team of sellers and operators
- B2B experience is essential
- Preferred: Experience leading payments for a B2B SaaS or vertical software company
- Preferred: Experience leading customer migrations between payment providers or payment infrastructure
- Preferred: Experience managing a payment facilitator or processor relationship
- Preferred: Familiarity with law firm billing, trust/IOLTA, and multi-trust account requirements
- Preferred: Fluency with Salesforce, BI dashboards, in-app engagement tooling, conversation intelligence, and implementation platforms
Benefits:
- Flexible PTO
- Medical, Dental, Vision, Paid Sick Days, and Supplemental Coverage
- Health Savings Account
- 401(k) match
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