Director of Client Success

Global Payments • Full-time • Lakeside, CA, United States, CA, United States • 2d ago

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

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

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: https://jobs.globalpayments.com/en/why-global-payments/benefits/

Global 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, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Global 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, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.

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