Director of Customer Success

We're a global leader in fintech, powering digital commerce, subscription billing, and payments for software and SaaS companies worldwide. We're looking for a Director of Customer Success to protect and grow revenue across our existing client base. It's an operationally focused, commercially accountable role with full ownership of expansion outcomes. Whoever takes this on will spot the opportunities, build the business case, and pull in Sales, Product, Solutions, and Operations to get deals across the line.

Your Responsibilities:

Retention & Renewal

• Own the renewal cycle end-to-end: forecasting, negotiation, close, and handoff to Finance.
• Hold Gross Revenue Retention (GRR) as the floor KPI, protecting existing contract value before any expansion is counted.
• Run churn-prevention playbooks off early warning signals like health score declines, usage drops, and support escalations, and lead recovery plans on at-risk accounts before they reach formal notice.
• Partner with Finance on renewal forecasting and keep it accurate within a tight tolerance.

Expansion

This isn't just about spotting opportunities. The expectation is that you take an expansion idea all the way through to signed revenue, pulling in whoever you need along the way.

• Identify upsell and cross-sell opportunities through account reviews, usage data, QBRs, and direct client conversations.
• Build the commercial case for each one: the client value, the revenue upside, and the path to close.
• Bring Sales, Product, Solutions, and Finance together to get the deal done, and own the outcome regardless of who's in the room.
• Keep a tiered growth plan for the top accounts by revenue, reviewed quarterly, and report pipeline status weekly.

Consulting & Conversion Rate Optimization

There's a growing revenue line here that's currently just absorbed into standard client success work. The job is to turn it into something structured and billable.

• Define the consulting service offerings, set pricing, manage delivery capacity, and track revenue monthly.
• Spot clients who'd benefit from CRO work (think checkout flow, payment method mix, pricing page testing, localization) and convert those conversations into paid projects.
• Build a repeatable methodology, diagnostic process, and a way to measure and show clients the ROI.
• Draw a clear line between what's included in standard client success and what's billable, and make sure the team holds that line.

Margin

Revenue growth that costs margin isn't the goal here. This role also owns making the existing book more profitable, not just bigger.

• Flag accounts priced below market or below cost, and lead the repricing or restructuring conversations.
• Work with Operations on payment cost optimization, routing, and fee structures for accounts where processing costs are eating into margin.
• Identify low-margin accounts and build remediation options with Finance.
• Look for manual processes that can be automated or moved to tech-touch to bring down cost-to-serve.

Client Success Operations

• Lead and develop the Client Success team: CSMs, onboarding specialists, and account managers.
• Design coverage models by segment (high-touch, scaled, tech-touch) so effort matches client value.
• Own client health scoring and the cadence that goes with it: EBRs for strategic accounts, QBRs for mid-market, digital touch for the long tail.
• Define the client journey from onboarding through renewal and expansion, with clean handoffs between teams.

Your Background

• 7 years in customer success, account management, or another client-facing revenue role.
• At least 3 of those years managing global enterprise accounts and leading a team.
• A background in B2B tech, ideally in a subscription, SaaS, or recurring-revenue business.
• A track record of owning retention and expansion revenue outcomes, not just managing relationships.
• Comfortable driving commercial results and can build a business case and sell it internally as well as externally.
• Strong forecasting and pipeline discipline, and a data-driven approach to health scoring and account segmentation.
• Experience working cross-functionally with Sales, Product, Solutions, and Finance.
• Excellent communication and executive presence, comfortable in front of clients and internal leadership alike.
• Bachelor's degree or equivalent experience.