Associate Director, Customer Success

As an Associate Director of Customer Success, you’ll lead strategic relationships across a portfolio of enterprise clients while helping shape and scale the overall customer success function. This role is ideal for a leader who brings strong business acumen, executive presence, and operational discipline, and who can partner cross‑functionally to drive customer retention, product adoption, expansion opportunities, and long‑term client value.

• Lead strategic relationships for a portfolio of enterprise clients, serving as a senior point of contact and trusted advisor throughout the customer lifecycle
• Develop and execute customer success strategies that improve retention, adoption, customer satisfaction, and long‑term account growth
• Coach, mentor, and provide day‑to‑day guidance to Customer Success Managers, helping elevate team performance and consistency
• Partner closely with Sales, Product, Support, Operations, and Leadership to align on customer priorities, escalations, renewals, and expansion opportunities
• Oversee executive business reviews, success planning, and high‑impact customer meetings with confidence and strong executive presence
• Identify customer risks proactively through account health indicators, engagement trends, and feedback, and drive action plans to mitigate churn
• Establish and refine scalable processes, playbooks, and standards across onboarding, adoption, escalation management, and ongoing account engagement
• Analyze customer success metrics and team performance data to identify opportunities for operational improvement and stronger business outcomes
• Help distinguish between support issues, product gaps, and strategic enhancement requests, and influence internal prioritization accordingly
• Serve as the voice of the customer internally by translating client feedback into actionable insights for cross‑functional stakeholders

• Bachelor’s degree in Business, Technology, ora related field, or equivalent work experience.
• Minimum of 8 years of experience in Customer Success, Account Management, Consulting, or a similar customer‑facing role supporting complex or enterprise clients.
• Minimum of 2 years of experience leading, mentoring, or developing customer‑facing team members.
• Experience working within a SaaS, payments, or technology‑focused organization.
• Demonstrated success managing senior stakeholder relationships and driving retention, adoption, and account growth.

• Strong leadership, communication, and presentation skills with the ability to influence stakeholders at all levels of the organization
• Ability to develop customer success frameworks, account strategies, and scalable processes in a growing environment
• Strong business acumen and the ability to connect customer needs to product value, retention strategy, and growth opportunities
• Experience managing escalations, navigating complex customer situations, and driving cross‑functional resolution
• Demonstrated analytical skills with experience using customer health data, KPIs, and reporting to inform decisions
• Experience working in the payments space is strongly preferred
• Excellent organizational, prioritization, and problem‑solving skills in a fast‑paced environment
• Self‑starter with a collaborative mindset and a strong sense of ownership and accountability
• Familiarity with CRM systems and customer success tools
• Willingness to travel up to 20% as needed

Freedom Pay’s full‑time roles provide exceptional benefits including medical, prescription, dental, and vision coverage, Life Insurance, Retirement Plans with company match, commission sharing plan, flexible hybrid working environment, and great parental and other leave programs. All positions must be able to successfully pass a background check as well as a credit check.

Freedom Pay is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.