Director, Customer Success - Merchant Services

About Versapay 🚀

For growing businesses that need to accomplish more with less, Versapay’s Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI. Versapay integrates natively with top ERPs, while allowing businesses to collect with a self-serve payment portal and collaborate with customers and teammates to resolve what automation alone can’t. Owned by Great Hill Partners, Versapay’s employee base spans the U.S. and Canada with offices in Atlanta and Miami. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and $170B+ in payments volume annually

Think you might be the next Veep to join? Read on!!

Our Values 

⭐️ We obsess over our customers. 

⭐️ We help each other. 

⭐️ We embrace diversity. 

⭐️ We find better ways. 

⭐️ We get things done. 

⭐️ We own it. 

How you’ll have a massive impact here – and on your career:

As the Director of Customer Success for our Merchant Services team at Versapay, you will define and execute the strategic vision for customer success, retention, and growth across our enterprise merchant portfolio.

Reporting to our Vice President of Customer Success, you will build and lead a team of Customer Success Managers while establishing best practices that scale our world-class customer experience. In this role, you will oversee strategic relationship management for our highest-value accounts, develop data-driven success programs, and collaborate with executive leadership to align customer success initiatives with company objectives. You'll leverage deep industry expertise in merchant services and payments to drive innovation in our customer success approach.

To succeed in this role, you'll need 8+ years of experience in customer success with at least 3 years in a leadership role, preferably within the B2B merchant services space. 

• Build, mentor, and scale a high-performing team of Customer Success Managers, establishing clear goals, KPIs, and career development paths 
• Develop and execute the strategic vision for customer success, including programs for retention, expansion, and customer advocacy 
• Partner with executive leadership to align customer success initiatives with company objectives and growth targets 
• Design and implement scalable processes that enable consistent delivery of exceptional customer experiences 

• Own and exceed portfolio revenue targets, including retention, expansion, and customer health metrics 
• Establish strategic account planning frameworks and oversee their execution across the enterprise customer base 
• Develop predictive indicators and early warning systems to identify at-risk accounts and growth opportunities
• Create and maintain executive relationships with strategic customers, leading high-stakes negotiations and resolutions

• Collaborate with Product, Sales, and Professional Services leadership to ensure customer needs drive product roadmap and go-to-market strategies
• Partner with Finance to develop forecasting models and metrics for customer success performance
• Lead organizational change initiatives to improve customer experience and team efficiency
• Design and implement customer success technology stack and tools to enable team scalability

• Create and oversee customer success programs including onboarding, training, and customer advocacy initiatives
• Establish best practices for Executive Business Reviews (EBRs) and strategic account planning
• Develop voice-of-customer programs to capture and activate customer feedback
• Design and implement customer health scoring systems and success metrics

• 5+ years experience in Customer Success with 3+ years in a leadership role
• Extensive background in Merchant Services with experience in payment Acquirer, Payfac, and/or ISO environments
• Bachelor's Degree
• Proven track record of building and scaling customer success teams in high-growth environments

• Strategic Vision: Ability to develop and execute long-term strategies that drive business growth and customer success
• Team Development: Experience building, coaching, and scaling high-performing teams
• Executive Presence: Strong communication skills with the ability to influence at all levels of the organization and with customers
• Business Acumen: Deep understanding of SaaS metrics, customer success economics, and business operations

• Strong understanding of payment technologies, merchant services, and enterprise software
• Data-driven approach to decision making with experience in customer success metrics and analytics
• Proficiency with CRM platforms, customer success tools, and business intelligence systems
• Experience with change management and process improvement methodologies

• Customer Obsession: Passionate about customer success with a track record of driving customer-centric culture
• Strategic Thinking: Ability to balance long-term vision with short-term execution
• Leadership: Natural ability to inspire and motivate teams while driving accountability
• Innovation: Forward-thinking approach to customer success with ability to anticipate industry trends
• Results Orientation: Strong focus on achieving measurable outcomes while maintaining high standards of excellence

#LI-Remote

All of our Veeps live out our core values: 

We look for excellence: individuals that are better than we are and not only meet our values but bring value to our teams.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!

We are committed to providing an environment that is inclusive and accessible. Versapay is an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are addressed.