Director of Client Success

Client Success Leadership & Team Management

• 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

• Drive leadership development, performance management, and succession planning within the team

Revenue & KPI Ownership

• 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

Client Relationships & Executive Engagement

• 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

Cross‑Functional Collaboration

• 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

Operational Excellence & Scale

• 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

Qualifications & Experience

Required

• 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

Preferred

• 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

Key Success Indicators

• Increased Net Revenue Retention and reduced churn

• Predictable, on‑time renewals with minimized risk

• Strong CSQL contribution to expansion pipeline

• Healthy, long‑term customer relationships at the executive level

• Engaged, high‑performing managers and teams

$145,000 + Variable Compensation
The above represents the expected base salary range for this job requisition. Ultimately, in determining your base pay, we'll consider your location, experience, and other job-related factors. The compensation model also allows for additional variable compensation, which may be later used to offset any wage advancements.

Benefits:

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at:

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

This position is eligible to be considered for remote hiring anywhere in the USA.
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