**Director, Customer Success - Merchant Services at blithequark**

Are you a seasoned customer success leader with a passion for driving business growth and customer satisfaction in the merchant services industry? Do you have a proven track record of building and scaling high-performing teams, developing strategic visions, and executing customer success initiatives that drive revenue and retention? If so, we want to hear from you! At blithequark, we're revolutionizing the way businesses manage their accounts receivable and accelerate cash flow. Our innovative solutions connect finance teams, customers, and business systems in one ecosystem, ensuring cash flow clarity and driving business forward. As a Director of Customer Success for our Merchant Services team, you'll play a critical role in defining and executing the strategic vision for customer success, retention, and growth across our enterprise merchant portfolio. **About blithequark** blithequark turns accounts receivable (AR) into a competitive advantage. Inefficient AR processes slow cash flow and stall growth, but our solutions remove friction, unlock working capital, and accelerate momentum. With over 10,000 customers and 5M+ companies transacting on our platform, we process over 110M transactions and $257B annually. Our mission is to empower finance leaders with the clarity and control they need to drive business forward. **How you'll have a massive impact here – and on your career** As the Director of Customer Success for our Merchant Services team, you'll have a significant impact on our business growth and customer satisfaction. You'll build and lead a team of Customer Success Managers, establish best practices that scale our world-class customer experience, and oversee strategic relationship management for our highest-value accounts. You'll develop data-driven success programs, collaborate with executive leadership to align customer success initiatives with company objectives, and leverage deep industry expertise in merchant services and payments to drive innovation in our customer success approach. **Key Responsibilities** * 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 **What you'll bring to the team** * 8+ years of experience in customer success with at least 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 and leadership competencies, including: + Ability to develop and execute long-term strategies that drive business growth and customer success + Experience building, coaching, and scaling high-performing teams + Strong communication skills with the ability to influence at all levels of the organization and with customers + Deep understanding of SaaS metrics, customer success economics, and business operations * Technical and analytical skills, including: + 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 * Personal qualities, including: + Customer obsession and passion for customer success + Strategic thinking and ability to balance long-term vision with short-term execution + Leadership and ability to inspire and motivate teams while driving accountability + Innovation and forward-thinking approach to customer success + Results orientation and strong focus on achieving measurable outcomes while maintaining high standards of excellence **Additional Information** * This role is remote-friendly, and we welcome applicants from across the globe. * We offer a competitive OTE range of $185,000-$215,000 USD. If you're a customer success leader with a passion for driving business growth and customer satisfaction in the merchant services industry, we want to hear from you! Apply now to join our team at blithequark and take your career to the next level. Apply for this job