Head of Customer Success

Job title: Head of Customer SuccessReports to: EVP Operations - Merchant AcquiringDepartment: AcquiringLocation: Alpharetta, GAGrade: 23Our Company: Priority Technology Holdings, Inc. is a leading financial technology company that specializes in providing integrated payments and banking solutions. Our innovative native platform empowers businesses to effortlessly collect, store, and send money in a scalable manner. We are committed to revolutionizing the way companies handle their financial transactions by offering cutting-edge technology and exceptional customer service.Job Summary:"‹ The Vice President of Customer Success will lead and scale the client services, partner success, and relationship management functions for our merchant services business. This strategic leadership role focuses on enhancing both partner and merchant satisfaction, increasing retention, and driving revenue growth by ensuring our merchants and partners fully leverage our payment solutions. The ideal candidate will have a deep understanding of the merchant services industry and proven experience in managing customer success teams to achieve high levels of client satisfaction and loyalty.This senior leader will drive initiatives to optimize the merchant experience, improve operational efficiency, and foster strong, long-lasting partnerships with key clients. The role requires a deep understanding of the payments industry, merchant and partner needs, and the evolving landscape of merchant acquiring.Job Responsibilities:Strategic Leadership Define and implement a comprehensive customer success strategy for the merchant acquiring business, aligned with company goals for growth and merchant retention. Develop and oversee the customer journey, from onboarding and activation to ongoing support and engagement. Collaborate with the executive team to influence company strategy, ensuring customer needs and feedback are central to decision-making.Merchant & Partner Success and Retention Lead initiatives aimed at improving merchant satisfaction, ensuring a seamless onboarding experience, and driving product adoption. Develop and execute programs to reduce merchant churn, ensuring strong customer retention and growth within the merchant portfolio. Work closely with key partners and large merchants to understand their unique needs, deliver tailored solutions, and maximize their success.Client services, Relationship Management and Partner Success Manage and develop a team of client services, partner success managers and relationship managers who are responsible for all customer interactions. Build strong relationships with strategic merchants and partners, acting as the escalation point for complex issues and ensuring the highest levels of customer service. Identify opportunities for upsell and cross-sell, contributing to the growth of merchant accounts.Operational Excellence Establish and track key performance metrics (KPIs) such as Net Promoter Score (NPS), customer lifetime value (CLTV), retention rate, and other customer success metrics. Drive continuous process improvements to enhance the customer experience, streamline operations, and scale the customer success function as the company grows. Collaborate with product, operations, and technology teams to ensure the product roadmap aligns with merchant feedback and industry trends.Team Leadership and Development Lead, mentor, and inspire a high-performing customer success team, fostering a customer-first culture across the organization. Provide clear direction and leadership, ensuring the team meets or exceeds targets for merchant satisfaction, retention, and revenue growth. Develop training and development programs to ensure the team is equipped with the latest industry knowledge, product expertise, and customer service skills.Merchant Acquiring Expertise Stay up to date on trends, regulations, and technology advancements in the payments and merchant acquiring industries. Share industry insights with the team and leadership to inform strategy and ensure the business stays ahead of market changes.Executive Reporting and Communication Provide regular updates and reports to senior management and stakeholders on the performance, challenges, and strategic initiatives of the Acquiring segment"‹."‹MINIMUM REQUIREMENTS:Bachelor's degree in business, marketing, finance, or a related field.10+ years of experience in customer success, account management, or client services within the payments or merchant acquiring industry.Must be willing to travel and for customer meetings 30% of business day.Proven track record of leading customer success or account management teams in a high-growth, complex environment.Deep understanding of the payments ecosystem, including merchant acquiring, payment processing, and fintech.Exceptional leadership skills with experience managing and scaling large teams.Strong analytical mindset with experience using data to drive decision-making and process improvements.Excellent communication, relationship management, and interpersonal skills."‹PREFERRED REQUIREMENTS:Experience working in a fast-paced, high-growth company, ideally in the payments or fintech sector.Proficiency in customer success platforms, CRM tools (Salesforce, HubSpot), and analytics tools.Ability to manage multiple priorities, navigate complex issues, and deliver results under pensation and Benefits:Compensation range: "‹$220k"‹20% AIP BonusUnlimited PTO after year 1 (3 weeks to start)Medical, Dental & Vision401k MatchEducation Expense ReimbursementGym Membership ReimbursementHSA and FSAEmployee Assistance Program (EAP)Traditional Physical RequirementsRequires prolonged sitting, standing, bending, stooping and stretching.Requires the ability to lift 10 pounds.Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.

Created: 2025-02-09