Director of Client Success

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  

Join our dynamic team and make your mark on the payments technology landscape of tomorrow.  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

Required8–12+ years of experience in Client Success, Account Management, or Customer Experience3–5+ 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:  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,…