Global Payments Inc. · 9 hours ago
Director of Client Success
United States
Full-time
Remote
Senior Level, Lead/Staff
$145K/yr - $145K/yr
8+ years expGlobal Payments Inc. is a leading company in the payments industry, seeking a Director of Client Success to lead and manage their Client Success organization. This role involves driving performance against key Client Success KPIs, strengthening client relationships, and optimizing operational processes to ensure long-term partnerships and customer advocacy.
AppsBankingCreditEnterpriseFinanceFinancial ServicesPayments
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
Global Payments Inc.
At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.75B2024-02-20Post Ipo Debt· $1.75B
2001-01-26IPO
Leadership Team
Robert Cortopassi
President and COO
Emily J. Edmonds
Vice President, External Communications
Recent News
2026-01-22
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-22
2026-01-16
Company data provided by crunchbase