The Role
Lead strategic client relationships, develop customer success strategies, mentor teams, analyze metrics, and drive retention and growth for enterprise clients.
Summary Generated by Built In
The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.
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.
Main Job Responsibilities (including but not limited to):
- 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
Basic Qualifications:
- Bachelor’s degree in Business, Technology, or a 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.
Recommended Skills and Experience:
- 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
As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities. FreedomPay's fulltime 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.
FreedomPay 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.
Skills Required
- Bachelor's degree in Business, Technology, or a related field, or equivalent work experience.
- Minimum of 8 years of experience in Customer Success, Account Management, Consulting, or a similar customer-facing role.
- 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.
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The Company
What We Do
The FreedomPay Commerce Platform is the best way for merchants to simplify complex payment environments. Validated by the PCI Security Standards Council for Point-to-Point Encryption (P2PE) along with EMV, Tokenization, Contactless and DCC capabilities, global leaders in retail, hospitality, gaming, education, healthcare and financial services trust FreedomPay to deliver unmatched security and advanced value added services.
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