Director of Customer Success

## Director of Customer Success Apply:
Fully Remote:
United States of America - Florida:
Full time:
Posted Yesterday:
JR021357

Take a step forward and let Edenred surprise you.

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.

We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
** Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
** Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
** Revolutionize B2B Payments with Edenred Pay USA
** Join our team and be part of a company that's transforming the way businesses pay and get paid.  At Edenred Pay USA, we're leaders in innovative B2B payment solutions. Our platform streamlines accounts payable processes, eliminating inefficiencies and empowering Accounts Payable (AP) teams to focus on strategic initiatives. As part of the global Edenred family, we offer a dynamic and inclusive work environment, a commitment to employee well-being and professional growth, and opportunities to drive innovation in the payment industry.

** Why Join Us?
*** We offer medical coverage for employee-only plans, life insurance, AD&D insurance, and long-term and short-term disability.
* Other Benefits Offered:
Dental, Vision, Critical Illness, Hospital Indemnity, Flexible Spending Account, and Accident.
* Retirement Benefits:
Take advantage of our 401K plan with a generous employer match of up to 3.5%.
* The base salary ranges from $130,000 to $150,000 with competitive bonus opportunities available.  If you're passionate about innovation and want to make a meaningful impact, join us at Edenred Pay USA.  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.  
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* 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…