**Director, Customer Success - Merchant Services**

Join arenaflex, a leading provider of innovative payment solutions, as we continue to revolutionize the way businesses manage their accounts receivable. As a Director of Customer Success for our Merchant Services team, you will play a critical role in defining and executing the strategic vision for customer success, retention, and growth across our enterprise merchant portfolio. **About arenaflex** arenaflex turns accounts receivable (AR) into a competitive advantage. Inefficient AR processes slow cash flow and stall growth. arenaflex removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward. With over 10,000 customers and 5M+ companies transacting on the platform, arenaflex processes over 110M transactions and $257B annually. **How you'll have a massive impact here – and on your career** As the Director of Customer Success for our Merchant Services team, you will build and lead a team of Customer Success Managers while establishing best practices that scale our world-class customer experience. In this role, you will oversee strategic relationship management for our highest-value accounts, develop data-driven success programs, and collaborate with executive leadership to align customer success initiatives with company objectives. You'll leverage deep industry expertise in merchant services and payments to drive innovation in our customer success approach. **Key Responsibilities** * **Strategic Leadership** + Build, mentor, and scale a high-performing team of Customer Success Managers, establishing clear goals, KPIs, and career development paths + Develop and execute the strategic vision for customer success, including programs for retention, expansion, and customer advocacy + Partner with executive leadership to align customer success initiatives with company objectives and growth targets + Design and implement scalable processes that enable consistent delivery of exceptional customer experiences * **Revenue & Portfolio Management** + Own and exceed portfolio revenue targets, including retention, expansion, and customer health metrics + Establish strategic account planning frameworks and oversee their execution across the enterprise customer base + Develop predictive indicators and early warning systems to identify at-risk accounts and growth opportunities + Create and maintain executive relationships with strategic customers, leading high-stakes negotiations and resolutions * **Cross-functional Leadership** + Collaborate with Product, Sales, and Professional Services leadership to ensure customer needs drive product roadmap and go-to-market strategies + Partner with Finance to develop forecasting models and metrics for customer success performance + Lead organizational change initiatives to improve customer experience and team efficiency + Design and implement customer success technology stack and tools to enable team scalability * **Program Development** + Create and oversee customer success programs including onboarding, training, and customer advocacy initiatives + Establish best practices for Executive Business Reviews (EBRs) and strategic account planning + Develop voice-of-customer programs to capture and activate customer feedback + Design and implement customer health scoring systems and success metrics **What you'll bring to the team** * **Experience & Education** + 5+ years experience in Customer Success with 3+ years in a leadership role + Extensive background in Merchant Services with experience in payment Acquirer, Payfac, and/or ISO environments + Bachelor's Degree + Proven track record of building and scaling customer success teams in high-growth environments * **Leadership Competencies** + **Strategic Vision:** Ability to develop and execute long-term strategies that drive business growth and customer success + **Team Development:** Experience building, coaching, and scaling high-performing teams + **Executive Presence:** Strong communication skills with the ability to influence at all levels of the organization and with customers + **Business Acumen:** Deep understanding of SaaS metrics, customer success economics, and business operations * **Technical & Analytical Skills** + Strong understanding of payment technologies, merchant services, and enterprise software + Data-driven approach to decision making with experience in customer success metrics and analytics + Proficiency with CRM platforms, customer success tools, and business intelligence systems + Experience with change management and process improvement methodologies * **Personal Qualities** + **Customer Obsession:** Passionate about customer success with a track record of driving customer-centric culture + **Strategic Thinking:** Ability to balance long-term vision with short-term execution + **Leadership:** Natural ability to inspire and motivate teams while driving accountability + **Innovation:** Forward-thinking approach to customer success with ability to anticipate industry trends + **Results Orientation:** Strong focus on achieving measurable outcomes while maintaining high standards of excellence **Additional Information** * Remote work options available * Competitive compensation package, including OTE range from $200,000-$230,000 CAD **Join arenaflex today and be part of a team that is revolutionizing the way businesses manage their accounts receivable. Apply now to become our next Director of Customer Success for our Merchant Services team!** Apply for this job