Director, Customer Success Prisma

Priority Technology Holdings, LLC

19d•$120,000 - $140,000•Remote

About The Position

The Director, Customer Success Prisma will be responsible for the strategic leadership and overall success of Prisma's enterprise and mid-level client portfolio. This key leadership role involves taking ownership of client retention, growth, and ensuring long-term partnerships thrive by maximizing the value clients receive from the Prisma platform. A core focus will be leading and developing a high-performing Client Success organization, encompassing both the Onboarding Team and the Client Success Manager Team. This is crucial for driving seamless customer adoption, successful solution implementation, ongoing engagement, product satisfaction, and overall adoption. This is a hands-on, high-impact role where you will build the foundation and processes for both our Customer Success Manager team and Onboarding team, setting the stage for scalable, best-in-class customer success as we grow in a fast-paced environment.

Requirements

8+ years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership capacity.
Experience with PropTech and /or Rent Payment platforms serving multi-family operators.
Proven experience building and scaling Customer Success teams.
Previous Startup/scale-up/ high growth experience.
Strong strategic, analytical, and problem-solving skills, with a track record of driving adoption, retention, and expansion.
Exceptional leadership and coaching abilities, with experience developing high-performing teams.
Excellent communication and relationship management skills, able to influence at all levels internally and externally.
Experience working with enterprise clients and understanding the nuances of complex customer lifecycles.
Comfort in a fast-paced, evolving environment, with the ability to define processes and structures from scratch.
Passion for PropTech and helping customers achieve measurable business outcomes.

Nice To Haves

Background in multi-family operational improvement or digital transformation.
Comfort working in a startup or high-growth environment, including navigating ambiguity and evolving processes.
Familiarity with customer success platforms, CRM tools (e.g., HubSpot), and data-driven performance tracking.

Responsibilities

Collaborate with Product, Sales, and Operations teams to incorporate customer feedback into product development, roadmap planning, and feature enhancements.
Partner with other CS leaders to streamline processes, align leadership, and accelerate organizational improvements that enable customer success at scale.
Stay abreast of industry trends and best practices, sharing insights with your team to continuously enhance Prisma’s Customer Success function.
Inspire a customer-first mindset across the company and champion the adoption of Prisma’s platform.
Create scalable frameworks that allow the Customer Success function to grow sustainably while delivering exceptional value to clients.
Design, implement, and evolve Customer Success processes, frameworks, and best practices for both Onboarding and CSM teams.
Establish the structure, workflows, and success metrics that will guide the team as Prisma scales.
Lead the recruitment, development, and mentoring of high-performing Customer Success teams, fostering a culture of accountability, collaboration, and customer-first thinking.
Define and execute Prisma’s Customer Success strategy, focusing on adoption, retention, and long-term customer value including revenue retention ownership (NRR, GRR).
Develop and implement processes to prioritize and manage strategic account initiatives while measuring impact and outcomes.
Serve as a trusted advisor to enterprise and mid-level property clients, helping them achieve measurable business outcomes and maximizing the value of Prisma’s platform.
Lead, coach, mentor, and develop a high-performing team of Customer Success Managers (CSMs) and Onboarding Specialists across varying levels of experience.
Set expectations, define goals, and manage priorities for your teams, aligning their work with overall company objectives.
Foster a culture of accountability, data-driven decision-making, and proactive customer engagement.
Oversee the full customer lifecycle, ensuring seamless onboarding, successful adoption, and proactive risk management.
Guide CSMs in setting joint objectives with customer stakeholders, defining clear ROI and business impact.
Act as an escalation point for critical customer issues, ensuring high satisfaction and long-term loyalty.
Define key customer success metrics, track performance, and implement strategies to improve retention, satisfaction, and expansion opportunities.
Promote a data-driven approach across the team, using insights to inform decision-making and influence both internal and external stakeholders.