Description

Are you passionate about driving customer satisfaction and building long-term relationships? We are looking for a dynamic and strategic leader to oversee our Customer Success function for the merchant services business. As the Head of Customer Success, you will play a crucial role in enhancing partner and merchant satisfaction, increasing retention, and driving revenue growth. This position requires a strong understanding of the payments industry and a proven ability to lead high-performing customer success teams.

Company Culture and Environment

We foster a customer-first culture where strategic leadership and mentoring are key. Our team thrives in a dynamic and fast-paced environment that values collaboration and continuous improvement.

Career Growth and Development Opportunities

We provide training and development programs to enhance industry knowledge, product expertise, and customer service skills, allowing for continuous professional growth.

Detailed Benefits and Perks

• Education expense reimbursement
• Gym membership reimbursement
• HSA/FSA
• Employee Assistance Program (EAP)

Compensation and Benefits

• Salary: $220k + 20% AIP Bonus
• Paid Time Off: 3 weeks to start; unlimited PTO after year 1
• Health Benefits: Medical, Dental, and Vision coverage
• Retirement: 401(k) match

Why you should apply for this position today

If you’re a strategic leader who thrives in a dynamic, fast-paced environment and wants to make a real impact in the payments industry, we’d love to hear from you. Apply today and help shape the future of customer success!

Skills

• Strong understanding of the payments ecosystem, including merchant acquiring and fintech
• Exceptional leadership skills with experience managing and scaling large teams
• Analytical mindset with a data-driven approach to decision-making
• Excellent communication, relationship management, and interpersonal skills
• Proficiency in customer success platforms and CRM tools (Salesforce, HubSpot)

Responsibilities

• Develop and implement a comprehensive customer success strategy aligned with company goals for growth and retention
• Oversee the entire customer journey, from onboarding and activation to ongoing support and engagement
• Manage and mentor a team of client services, partner success managers, and relationship managers
• Define and track key performance indicators (KPIs) such as Net Promoter Score (NPS), retention rate, and customer lifetime value (CLTV)
• Identify opportunities for upselling and cross-selling, driving revenue growth within the merchant portfolio

Qualifications

• 10+ years of experience in customer success, account management, or client services within the payments or merchant acquiring industry
• Proven track record of leading customer success or account management teams in a high-growth, complex environment
• Willingness to travel up to 30% for client meetings

Education Requirements

• Bachelor’s degree in business, marketing, finance, or a related field

Education Requirements Credential Category

• Bachelor’s degree

Experience Requirements

• Proven experience in managing and scaling large teams in the payments ecosystem
• Experience in a fast-paced, high-growth company, ideally in the payments or fintech sector

Why work in Alpharetta, GA

Alpharetta offers a vibrant suburban lifestyle with a strong tech ecosystem, providing ample opportunities for professional development. With a range of dining, shopping, and recreational options, along with excellent schools and community services, Alpharetta is an ideal place for both personal and professional growth.