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Paysafe · 2 weeks ago

Director, Customer Success - Partners

Jacksonville, FL

Full-time

Hybrid

Lead/Staff

Paysafe is a leading payments platform that enables businesses and consumers to connect and transact seamlessly. The Director of Customer Success will lead a team of Customer Success Managers, focusing on driving customer outcomes, team performance, and cross-functional alignment while fostering a strong coaching culture.

Financial ServicesFinTechMobile PaymentsRisk Management

Responsibilities

Lead and manage a team of Customer Success Managers (CSMs) and Senior CSMs, ensuring consistent delivery of high-impact customer engagement and retention outcomes

Mentor and develop a high-performing organization of CSMs, fostering accountability, growth, and excellence across all levels

Conduct regular 1:1s, performance evaluations, and career development planning to support individual and team advancement

Provide strategic and hands-on coaching on customer engagement, issue resolution, and success best practices

Oversee team capacity, account coverage, and performance metrics to ensure balanced workloads and operational consistency

Act as a senior escalation point for complex customer challenges and strategic accounts, resolving issues with urgency and professionalism

Partner with cross-functional leaders in Sales, Product, Marketing, and Support to align customer strategies and drive operational improvements

Champion cross-functional collaboration to deliver a seamless and unified customer experience

Contribute to the evolution of customer success playbooks, processes, and tools, ensuring consistent adoption and impact

Drive innovation in processes, tools, and methodologies to enhance customer outcomes and team efficiency

Support recruitment, onboarding, and training of new team members, shaping team culture and performance standards

Participate in strategic planning and forecasting, providing insights on team capacity, customer health, and risk mitigation

Own team KPIs, reporting, and forecasting; identify trends and lead initiatives to improve customer health and retention

Operate with autonomy while aligning with broader organizational goals and collaborating closely with senior leadership

Qualification

Customer Success ManagementAccount ManagementLeadershipOperational MindsetCustomer Success ToolsCross-functional CollaborationCoaching SkillsCommunication SkillsAdaptability

Required

Extensive experience in Customer Success or Account Management in the ISO, ISV and / or Merchant Services arena, including leadership of customer-facing teams

Demonstrated ability to coach and develop both early-career and experienced CSMs

Strong operational mindset with the ability to manage performance, prioritize resources, and drive process improvements

Excellent communication and collaboration skills, with a track record of cross-functional partnership

Familiarity with customer success tools, metrics, and methodologies

Comfortable navigating ambiguity and adapting to evolving business needs