Director of Client Success

Global Payment Holding Company•San Diego, CA

7d•Remote

About The Position

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

Requirements

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

Nice To Haves

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

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

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/

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