Director, Customer Success - Merchant Services at blithequark

Are you a seasoned customer success leader with a passion for driving growth and innovation in the merchant services space? Do you have a proven track record of building and scaling high-performing teams, developing strategic visions, and executing customer-centric initiatives? If so, we want to hear from you! At blithequark, we're revolutionizing the way businesses manage their accounts receivable and accelerate their growth. Our cutting-edge solutions connect finance teams, customers, and business systems in one ecosystem, ensuring cash flow clarity and unlocking working capital. With over 10,000 customers and 5M+ companies transacting on our platform, we process over 110M transactions and $257B annually. As the Director of Customer Success for our Merchant Services team at blithequark, you'll play a critical role in defining and executing the strategic vision for customer success, retention, and growth across our enterprise merchant portfolio. You'll build and lead a team of Customer Success Managers, establish best practices, and collaborate with executive leadership to align customer success initiatives with company objectives. 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 a focus on customer-centricity, we empower finance leaders to drive business forward with clarity and control. 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: 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 What We Offer: * Competitive OTE range from $185,000-$215,000 USD * Opportunity to work with a cutting-edge company that's revolutionizing the accounts receivable space * Collaborative and dynamic work environment with a focus on customer-centricity * Professional development and growth opportunities in a high-growth industry * Flexible remote work options with a focus on work-life balance : If you're a motivated and results-driven customer success leader with a passion for driving growth and innovation in the merchant services space, we want to hear from you! to at blithequark and take your career to the next level.