Client Success Leadership & Team Management
Lead, coach, and scale a Client Success organization consisting of
4 direct‑report managers
and their teams
Set clear expectations, success metrics, and accountability across all management layers
Drive leadership development, performance management, and succession planning within the team
Revenue & KPI Ownership
Own and drive performance against key Client Success KPIs, including:
Net Revenue Retention (NRR)
Customer Churn
CSQL (Customer Success Qualified Leads)
Renewals
Account Relationship Health
Forecast renewals and expansion revenue with accuracy and consistency
Proactively identify renewal risk and implement mitigation and recovery plans
Client Relationships & Executive Engagement
Serve as executive sponsor for strategic and high‑value accounts
Strengthen senior‑level relationships to ensure long‑term partnerships and customer advocacy
Ensure consistent, value‑driven engagement across the entire client journey
Cross‑Functional Collaboration
Partner closely with Sales, Account Management, Product, and Support to align on client outcomes
Support expansion strategy through strong collaboration on CSQL generation and opportunity execution
Champion customer feedback internally to influence product roadmap and service improvements
Operational Excellence & Scale
Establish and optimize Client Success processes, playbooks, and systems
Build scalable frameworks for onboarding, adoption, renewals, and expansion
Leverage data and reporting to monitor customer health, performance trends, and team effectiveness
Qualifications & Experience Required
8–12+ years of experience in Client Success, Account Management, or Customer Experience
3–5+ years of people management experience, including management of managers
Demonstrated ownership of
NRR, churn reduction, renewals, and expansion revenue
Strong executive presence with experience managing senior customer stakeholders
Proven ability to align Client Success initiatives with broader revenue goals
Preferred
Experience in B2B, SaaS, or recurring‑revenue business models
Strong partnership experience with Sales and revenue leadership
Familiarity with CRM and Client Success platforms (Salesforce, Gainsight, Totango, Catalyst, etc.)
Experience scaling Client Success teams in growth‑stage organizations
Key Success Indicators
Increased Net Revenue Retention and reduced churn
Predictable, on‑time renewals with minimized risk
Strong CSQL contribution to expansion pipeline
Healthy, long‑term customer relationships at the executive level
Engaged, high‑performing managers and teams
$145,000 + Variable Compensation The above represents the expected base salary range for this job requisition. Ultimately, in determining your base pay, we'll consider your location, experience, and other job-related factors. The compensation model also allows for additional variable compensation, which may be later used to offset any wage advancements.
Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
This position is eligible to be considered for remote hiring anywhere in the USA. #LI-Remote
#J-18808-Ljbffr
Lead, coach, and scale a Client Success organization consisting of
4 direct‑report managers
and their teams
Set clear expectations, success metrics, and accountability across all management layers
Drive leadership development, performance management, and succession planning within the team
Revenue & KPI Ownership
Own and drive performance against key Client Success KPIs, including:
Net Revenue Retention (NRR)
Customer Churn
CSQL (Customer Success Qualified Leads)
Renewals
Account Relationship Health
Forecast renewals and expansion revenue with accuracy and consistency
Proactively identify renewal risk and implement mitigation and recovery plans
Client Relationships & Executive Engagement
Serve as executive sponsor for strategic and high‑value accounts
Strengthen senior‑level relationships to ensure long‑term partnerships and customer advocacy
Ensure consistent, value‑driven engagement across the entire client journey
Cross‑Functional Collaboration
Partner closely with Sales, Account Management, Product, and Support to align on client outcomes
Support expansion strategy through strong collaboration on CSQL generation and opportunity execution
Champion customer feedback internally to influence product roadmap and service improvements
Operational Excellence & Scale
Establish and optimize Client Success processes, playbooks, and systems
Build scalable frameworks for onboarding, adoption, renewals, and expansion
Leverage data and reporting to monitor customer health, performance trends, and team effectiveness
Qualifications & Experience Required
8–12+ years of experience in Client Success, Account Management, or Customer Experience
3–5+ years of people management experience, including management of managers
Demonstrated ownership of
NRR, churn reduction, renewals, and expansion revenue
Strong executive presence with experience managing senior customer stakeholders
Proven ability to align Client Success initiatives with broader revenue goals
Preferred
Experience in B2B, SaaS, or recurring‑revenue business models
Strong partnership experience with Sales and revenue leadership
Familiarity with CRM and Client Success platforms (Salesforce, Gainsight, Totango, Catalyst, etc.)
Experience scaling Client Success teams in growth‑stage organizations
Key Success Indicators
Increased Net Revenue Retention and reduced churn
Predictable, on‑time renewals with minimized risk
Strong CSQL contribution to expansion pipeline
Healthy, long‑term customer relationships at the executive level
Engaged, high‑performing managers and teams
$145,000 + Variable Compensation The above represents the expected base salary range for this job requisition. Ultimately, in determining your base pay, we'll consider your location, experience, and other job-related factors. The compensation model also allows for additional variable compensation, which may be later used to offset any wage advancements.
Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
This position is eligible to be considered for remote hiring anywhere in the USA. #LI-Remote
#J-18808-Ljbffr