Director, Customer Success - Partners
Paysafe
Jacksonville, FL
About Paysafe Paysafe is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With 29 years of online payment experience, an annualized transactional volume of $152 billion in 2024, and approximately 3,000 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in 48 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at Your career starts here. Help us build and deliver innovative payment solutions. Position Summary: The Director of Customer Success leads a Customer Success team, overseeing both Customer Success Managers (CSMs) and Senior CSMs, and reports into the VP Customer Success. This role is designed for a seasoned leader who brings maturity, consistency, and operational discipline to the team. The Director is responsible for driving customer outcomes, team performance, and cross-functional alignment while maintaining a strong coaching and development culture. This role is based in Jacksonville, Florida and offers a hybrid work environment where you will have a blend of 3 in office working days during the work week and 2 remote working days. Key Responsibilities:
- Lead and manage a team of Customer Success Managers (CSMs) and Senior CSMs, ensuring consistent delivery of high-impact customer engagement and retention outcomes.
- Mentor and develop a high-performing organization of CSMs, fostering accountability, growth, and excellence across all levels.
- Conduct regular 1:1s, performance evaluations, and career development planning to support individual and team advancement.
- Provide strategic and hands-on coaching on customer engagement, issue resolution, and success best practices.
- Oversee team capacity, account coverage, and performance metrics to ensure balanced workloads and operational consistency.
- Act as a senior escalation point for complex customer challenges and strategic accounts, resolving issues with urgency and professionalism.
- Partner with cross-functional leaders in Sales, Product, Marketing, and Support to align customer strategies and drive operational improvements.
- Champion cross-functional collaboration to deliver a seamless and unified customer experience.
- Contribute to the evolution of customer success playbooks, processes, and tools, ensuring consistent adoption and impact.
- Drive innovation in processes, tools, and methodologies to enhance customer outcomes and team efficiency.
- Support recruitment, onboarding, and training of new team members, shaping team culture and performance standards.
- Participate in strategic planning and forecasting, providing insights on team capacity, customer health, and risk mitigation.
- Own team KPIs, reporting, and forecasting; identify trends and lead initiatives to improve customer health and retention.
- Operate with autonomy while aligning with broader organizational goals and collaborating closely with senior leadership.
- Extensive experience in Customer Success or Account Management in the ISO, ISV and / or Merchant Services arena, including leadership of customer-facing teams.
- Demonstrated ability to coach and develop both early-career and experienced CSMs.
- Strong operational mindset with the ability to manage performance, prioritize resources, and drive process improvements.
- Excellent communication and collaboration skills, with a track record of cross-functional partnership.
- Familiarity with customer success tools, metrics, and methodologies.
- Comfortable navigating ambiguity and adapting to evolving business needs.
Posted 2026-01-02
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