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InComm Payments · 1 week ago

Director I, IT Customer Success

United States

Full-time

Remote

Mid, Senior Level

7+ years exp

InComm Payments is a pioneer in the payment technology industry, with over 3,000 employees worldwide. The Director of Customer Success Management is responsible for developing strategies to amplify customer voices and overseeing a team to ensure exceptional customer experiences and long-term partner loyalty.

Financial Services

H1B Sponsor Likely

Responsibilities

Lead and mentor a team of customer success managers, fostering a culture of empathy, accountability, attention to detail and continuous improvement

Develop and execute customer success / advocacy programs, including voice of the customer initiatives, customer advisory boards, and Holiday Readiness

Partner with both the business and IT to ensure compliance reporting, key initiatives, maintenance notifications, and RCA documents are detailed, concise, professional, and communicated effectively

Analyze customer feedback, identify trends, and drive actionable insights to improve products, services, and customer satisfaction

Serve as the primary escalation point for Premier Partners for critical customer issues, ensuring timely resolution and communication

Develop and enforce policies, procedures, and best practices to enhance the customer experience and advocacy efforts

Represent the customer in executive meetings, strategy sessions, and product planning discussions as needed

Avoid inside-out thinking and instead constantly put on the customer lens to ensure actions taken benefit the customer

Serves as liaison between IT and strategic business partners, acting as the communications focal point that include:

Forging personal relationships with stakeholders - internal and external

Apprising C-level executives on the state of the relationship

Acquiring the necessary IT resources to support a project or incident

Coordinating customer calls to keep key items and tasks on track

Represent IT in business reviews, where appropriate

Qualification

Customer success managementLeadership experienceCross-functional collaborationCustomer feedback analysisCRM systems experienceInterpersonal skillsCommunication skillsTeam playerSelf-motivated

Required

7+ years of experience in customer success, customer advocacy, or related roles, with at least 3 years in a leadership or supervisory capacity

Strong leadership, interpersonal, and communication skills

Deep customer-centric mindset and passion for delivering outstanding experiences

Self-motivated and able to drive initiatives with minimal supervision

Team player with proven experience leading cross-functional projects

Ability to synthesize complex customer feedback into clear, actionable recommendations

Experience managing customer escalations and driving resolution

Ability to build and maintain strong relationships with customers, partners, and internal stakeholders

Preferred

Proven experience designing and scaling customer success / advocacy programs

Experience with customer feedback platforms, CRM systems, and analytics tools

Background in technology, SaaS, or enterprise solutions is a plus

Benefits

Employee Referral Bonus Program - Tier III

Company

InComm Payments

Glassdoor3.6

InComm Payments is an innovative global payments technology provider.

Founded in 1992

Atlanta, GA, US

1001-5000 employees

https://www.incomm.com/

H1B Sponsorship

InComm Payments has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (3)

2022 (2)

2021 (1)