Director, Customer Success – Merchant Services Full Time

Responsibilities:

• Build, mentor, and scale a high-performing team.
• Develop and execute strategic vision for customer success.
• Partner with executive leadership on company objectives.
• Design scalable processes for exceptional customer experiences.
• Own and exceed revenue targets and customer health metrics.
• Establish strategic account planning frameworks.
• Create and maintain executive relationships with strategic customers.
• Collaborate with Product, Sales, and Professional Services.
• Partner with Finance on forecasting models.
• Lead change initiatives to improve customer experience.
• Design customer success technology stack.
• Create customer onboarding, training, and advocacy programs.
• Establish best practices for Executive Business Reviews.
• Develop voice-of-customer programs.
• Design and implement customer health scoring systems.

Requirements:

• 5+ years in Customer Success, 3+ years in leadership.
• Extensive experience in Merchant Services.
• Bachelor’s Degree.
• Proven experience building high-performing teams.
• Strong understanding of payment technologies and SaaS metrics.
• Data-driven decision-making skills.
• Proficiency with CRM platforms and business intelligence tools.
• Experience in change management and process improvement.

Benefits:

• $130,000 – $150,000 salary range.
• OTE range: $200,000-$230,000 CAD.
• Remote work flexibility.
• Inclusive and accessible work environment.