Heartland · 10 hours ago
Director of Client Success
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expGlobal Payments is a leading company in the payments technology landscape. They are seeking a Director of Client Success to lead their Client Success organization, drive performance against key KPIs, and foster strong client relationships.
Credit CardsPaymentsTransaction Processing
Responsibilities
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
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
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
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
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
Qualification
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
Benefits
Medical, dental and vision care
EAP programs
Paid time off
Recognition programs
Retirement and investment options
Charitable gift matching programs
Worldwide days of service
Company
Heartland
Heartland is a fintech company offering payment processing services and point of sale systems for businesses and educational institutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-05-28Acquired
Leadership Team
Asif Bhagat, PharmD
ISO Partner
Becky Chapin
Client Partner
Recent News
2025-06-05
Payments Dive
2025-05-28
2024-06-01
Company data provided by crunchbase