Director, Customer Success - Partners

Paysafe • Jacksonville, FL

135d

About The Position

The Director of Customer Success leads a Customer Success team, overseeing both Customer Success Managers (CSMs) and Senior CSMs, and reports into the VP Customer Success. This role is designed for a seasoned leader who brings maturity, consistency, and operational discipline to the team. The Director is responsible for driving customer outcomes, team performance, and cross-functional alignment while maintaining a strong coaching and development culture. This role is based in Jacksonville, Florida and offers a hybrid work environment where you will have a blend of 3 in office working days during the work week and 2 remote working days.

Requirements

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1,001-5,000 employees