Director of Customer Success

The Director of Customer Success owns the commercial relationship with Edenred Pay's strategic and essential accounts (the accounts below the key account tier), across all products including invoice and pay automation, including virtual card and ACH. The role is accountable for Net Volume Retention (NVR), the spend the assigned customers manage through the platform. The Director of Customer Success runs best practice account management on every account in assigned tiers: risk found and worked early, renewals owned end to end, a business review cadence set by tier, and value shown to each customer. The role leads through a team of account managers (Customer Success Managers for strategic accounts, Digital CSMs for essential accounts) and is ultimately responsible for their business performance.

Edenred Pay is a private equity backed business growing from roughly $60 million toward $100 million and beyond in revenue. The customer count will grow faster than the customer success headcount, so this role is expected to build the coverage model, process, and automation that raise the revenue each person can retain.

Essential Functions: Duties and Responsibilities

The Director of Customer Success designs and runs the coverage model for the accounts below the key account tier and is measured on the retention and expansion of the revenue in those tiers. The incumbent partners with sales, onboarding (also part of Customer Success), customer care, product, engineering and drives cross-functional collaboration and accountability to client commitments.

The core responsibilities of the job include:

• Own Net Value Retention (NVR), and spend retention on the strategic and essential account tiers, and report them by tier and by account manager from Salesforce on the monthly functional review cadence.

• Own customer value realization following go-live and establish success plans that are converted into measurable business outcomes.

• Own the post-onboarding customer lifecycle, including adoption, engagement, retention, expansion readiness, executive relationship management, and advocacy.

• Own the customer success operating system, including customer health models, customer lifecycle automation, digital engagement platforms, success planning frameworks, and customer intelligence reporting.

• Run best practice account management on every account in those tiers: risk signals worked on a set cadence with a recovery plan on every at-risk account, renewals owned from the first trigger through signature, a business review cadence set by tier, and a value summary delivered to each customer on a schedule.

• Set the account coverage model for these tiers, including the tier definitions and transition rules agreed with Finance, book size and the target ratio of accounts per account manager, the service each tier receives, and how the essential accounts are covered at scale, and publish it.

• Define the playbooks, cadences, and goals each account manager works to, and build the team that carries it.

• Define and maintain, jointly with the Vice President of Professional Services, a written transition process covering account readiness, customer objectives, onboarding outcomes, adoption plans, executive engagement strategy, and ownership transfer criteria.

• Hold a written working agreement with customer care and operations covering case handling, SLAs by tier, one system of record for cases, and escalation through the account owner, and review it with Customer Care leadership monthly.

• Own the data the team runs on, including business review and spend reporting delivered on a schedule, chair a monthly cross-functional attrition meeting, bring evidence from that data on gaps that drive churn. Establish data governance standards for customer health, lifecycle stage definitions, success plans, risk signals, renewal forecasting and customer segmentation.

• Apply AI and automation inside the account management process, such as automated health scoring and renewal outreach, and measure the capacity returned by each one.

• Feed expansion and cross-sell signals to sales, and bring sales into an account by invitation.

• Build and maintain a written two to three year account management plan covering coverage model, staffing, ratios, and automation, and present progress against it to executive leadership on a set cadence.

Management Responsibilities:

• Recruits, interviews, hires, trains and manages the account managers on the team.

• Builds written playbooks and runs these books, and cadences, and does not hold personal ownership of customer accounts, renewals, or support cases.

• Sets written goals for every direct report, including retention, health coverage, review completion, and response to risk signals, and provides constructive and timely performance evaluations against those goals.

• Handles discipline and termination of employees in accordance with company policy, and takes ownership of any performance plan already in progress at the time of hire.

• Maintains a coverage and capacity model that shows accounts and revenue per account manager and what it would take to raise both.

• Delivers commitments to executive leadership on the date agreed, in finished form.

• Reports status as dated outcomes, including renewals closed and at risk, accounts in recovery, and spend retained, with numbers that reconcile to Salesforce.

• Performs other related duties as assigned.

Required Skills/Abilities:

• Experience in the payments industry, in B2B payments, accounts payable automation, virtual card, or fintech, and understands revenue that moves with customer transaction volume, where a lost vendor or a paused program changes an account's revenue without changing the relationship.

• Experience building and overseeing a customer success or account management program covering several hundred accounts, and can describe how it was built, what it cost, and what it retained. Experience designing and operating a digital-first customer success model that increased customer retention and revenue managed per customer success employee.

• Leadership experience partnering with account managers carrying a retention or expansion target, and has set their books, ratios, and goals.

• Ownership of a Net Revenue (or Net Volume) retention number and presented it to executive leadership or a board.

• Works directly with spend, transaction, and usage data, builds a health model from it, and keeps team reporting reconciled to the system of record.

• Experience in writing the working agreement between customer success and a support or operations organization, with SLAs, and held both sides to it.

• Demonstrated success redesigning customer success workflows using AI, resulting in measurable improvements in account coverage, retention outcomes, productivity, or cost to serve.

• Led organizational transformation involving process redesign, technology adoption, AI implementation, organizational restructuring, or substantial productivity improvements across customer-facing teams.

• Experience designing and scaling a digital customer success model that supports hundreds of customers through automated journeys, lifecycle campaigns, and self-service engagement while maintaining retention outcomes.

• Manages performance directly, including holding underperformers to written plans and seeing those plans through.

• Communicates clearly in writing at an executive level, and delivers what was committed on the date it was committed.

• Proficient in use of Salesforce.

Education and Experience:

Required: Bachelor's Degree in a related field. Equivalent combination of education and experience will be considered.

Required: A minimum of eight years in customer success or account management in a payments, fintech, or B2B SaaS business, including at least three years leading a team that carried a retention target.

Preferred: Experience taking a customer success function through growth from roughly $60 million to $100 million or more in revenue, experience inside a private equity backed company during a growth phase.