Director of Client Success

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 ManagementLead, coach, and scale a Client Success organization consisting of 4 direct‑report managers and their teamsSet clear expectations, success metrics, and accountability across all management layersDrive leadership development, performance management, and succession planning within the teamRevenue & KPI OwnershipOwn and drive performance against key Client Success KPIs, including:Net Revenue Retention (NRR)Customer ChurnCSQL (Customer Success Qualified Leads)RenewalsAccount Relationship HealthForecast renewals and expansion revenue with accuracy and consistencyProactively identify renewal risk and implement mitigation and recovery plansClient Relationships & Executive EngagementServe as executive sponsor for strategic and high‑value accountsStrengthen senior‑level relationships to ensure long‑term partnerships and customer advocacyEnsure consistent, value‑driven engagement across the entire client journeyCross‑Functional CollaborationPartner closely with Sales, Account Management, Product, and Support to align on client outcomesSupport expansion strategy through strong collaboration on CSQL generation and opportunity executionChampion customer feedback internally to influence product roadmap and service improvementsOperational Excellence & ScaleEstablish and optimize Client Success processes, playbooks, and systemsBuild scalable frameworks for onboarding, adoption, renewals, and expansionLeverage data and reporting to monitor customer health, performance trends, and team effectivenessQualifications & ExperienceRequired8–12+ years of experience in Client Success, Account Management, or Customer Experience3–5+ years of people management experience, including management of managersDemonstrated ownership of NRR, churn reduction, renewals, and expansion revenueStrong executive presence with experience managing senior customer stakeholdersProven ability to align Client Success initiatives with broader revenue goalsPreferredExperience in B2B, SaaS, or recurring‑revenue business modelsStrong partnership experience with Sales and revenue leadershipFamiliarity with CRM and Client Success platforms (Salesforce, Gainsight, Totango, Catalyst, etc.)Experience scaling Client Success teams in growth‑stage organizationsKey Success IndicatorsIncreased Net Revenue Retention and reduced churnPredictable, on‑time renewals with minimized riskStrong CSQL contribution to expansion pipelineHealthy, long‑term customer relationships at the executive levelEngaged, high‑performing managers and teams$145,000 + Variable CompensationThe above represents the expected base salary range for this job requisition. Ultimately, in determining your base pay, we'll consider your location, experience, and other job-related factors. The compensation model also allows for additional variable compensation, which may be later used to offset any wage advancements.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.