Job Details


VP, Client Success  Remote, US  
Job Description

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Our client is looking for a VP of Client Success to manage its growing team and portfolio of merchant partners. This high-performing department oversees the retention and growth of our 500+ client base. This person will be the voice of the merchant, ensuring that merchant needs are incorporated into the company"s overall strategy. Success in this role will be measured based on the team"s performance against core team metrics such as merchant retention, growth, time to value, onboarding score, NPS, and the development of strategic initiatives and the execution against these initiatives.

We are looking for a results-oriented, highly collaborative, and high-impact leader with a proven track record of growing and scaling Client Success teams, ideally with experience building teams that manage merchants as clients and with knowledge of the payments space.
● Manage and coach Client Success and Implementation teams, ensuring all internal and external initiatives align with culture, values, and goals
● Work with team to continue to hire and retain high-caliber, top tier talent
● Own merchant retention, growth, and NPS, and build a deep understanding of the needs of the merchant base; Identify opportunities and implement strategies to help increase merchant success, ensuring metrics and KPIs are delivered and constantly exceeded
● Partner closely with Sales to oversee a seamless transition into the post-sale merchant journey
● Partner with Directors and Managers on the Merchant Success team to manage and consistently optimize the merchant journey for merchants of all sizes
● Partner closely with Product, Engineering, and Revenue to deliver a world-class merchant experience, acting as the stakeholder representing the merchant experience
● Bring the voice of the merchant to the larger organization, owning and developing programs to build merchant awareness and empathy across the company
● Set the short/mid/and long-term vision for Client Success, assessing where we have opportunity to optimize, grow, and specialize
● Manage C-level, enterprise-scale stakeholder relationships with strategic merchants, ensuring that client outcomes are in alignment with their strategies and that measurable value is being recognized from, and effectively manage key client escalations when needed
● Own merchant risk measurement and management, partly captured through merchant health scoring and management, and partly managed through a clear understanding of merchant risk and P&L; collaborating with Risk and Finance as appropriate to improve merchant P&L outcomes
● Develop deep knowledge of competitive landscape, effectively mitigating competitive risk by creating defensive and offensive strategies to ensure value prop is felt by merchants
● Partner with Marketing and Revenue leaders to help bring this merchant experience to the larger market

Job Requirements


Experience & Qualifications:
● 10+ years" experience growing, managing, and coaching, and leading Client Success teams
● Well versed in CRM management, Salesforce preferred
● Experience owning a departmental budget, building capacity plans, and building tight alignment with Finance
● Previously managed a relationship/account management org that contained both a high volume/high velocity component in addition to a more white glove/Enterprise team
● Proven ability in consistently meeting or exceeding financial and operational targets
● Experience managing a cohesive, effective renewal and churn process
● Record of high impact leadership skills, including creating a clear vision and strategy, inspiring and coaching team members, and driving urgency and results


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