VP, Client Success Manager

About the job VP, Client Success Manager

We are looking for a strategic, relationship-driven leader within the Payments industry to serve as our Vice President of Client Success. This role will be responsible for designing and executing a client success strategy that drives retention, operational excellence, and deep client engagement. You will lead a high-performing team (based on your prior experience in Payments), create a more structured and disciplined onboarding process, and build a client-first culture that supports enterprise growth and long-term satisfaction.

What You Will Do:

• Develop and lead the overall client success strategy to support retention, satisfaction, revenue expansion, and customer loyalty
• Build and manage a high-performing Client Success team, setting clear goals, KPIs, and accountability structures
• Own the entire post-sale customer journey—ensuring smooth onboarding, strong adoption, and long-term engagement
• Serve as the strategic point of contact for enterprise clients, including post-contract relationship ownership and executive-level engagement
• Implement a disciplined project management approach to client onboarding and ongoing initiatives
• Collaborate cross-functionally with sales, product, marketing, engineering, and operations to ensure a consistent, cohesive client experience
• Define and track success metrics including NPS, CSAT, churn, expansion, and engagement
• Build a scalable infrastructure—processes, tools, and systems—that supports a growing client base
• Act as the voice of the customer internally, helping to influence product roadmap and company priorities
• Lead renewal strategy and manage escalations, negotiations, and issue resolution

What You Bring:

• 6+ years of experience leading client success, account management, or customer-facing teams in the Payments, SaaS, Fintech, and eCommerce space (MUST have experience in the Payments industry)
• Proven ability to engage at the C-suite level and build trusted, long-term relationships
• Strong knowledge of the payments ecosystem, including fraud and chargeback workflows in enterprise and eCommerce environments
• Demonstrated operational leadership—able to build structure, set goals, and drive a performance culture
• Excellent strategic thinking and problem-solving abilities, with a hands-on approach to process improvement
• Background in project management, with experience leading onboarding and creating scalable processes
• Exceptional communication and presentation skills