[Hiring] Director of Customer Success @Edenred

Role Description

The Director of Customer Success owns the commercial relationship with Edenred Pay's strategic and essential accounts across all products including invoice and pay automation, virtual card, and ACH. The role is accountable for Net Volume Retention (NVR) and 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 and leads through a team of account managers.

Essential Functions: Duties and Responsibilities

• Design and run the coverage model for the accounts below the key account tier.
• Own Net Value Retention (NVR) and spend retention on the strategic and essential account tiers.
• Own customer value realization following go-live and establish success plans that are converted into measurable business outcomes.
• Manage the post-onboarding customer lifecycle, including adoption, engagement, retention, expansion readiness, executive relationship management, and advocacy.
• Oversee the customer success operating system, including customer health models and customer lifecycle automation.
• Run best practice account management on every account in those tiers.
• Set the account coverage model for these tiers, including tier definitions and transition rules.
• Define playbooks, cadences, and goals for each account manager.
• Maintain a written transition process covering account readiness and customer objectives.
• Hold a written working agreement with customer care and operations covering case handling and SLAs.
• Own the data the team runs on, including business review and spend reporting.
• Apply AI and automation inside the account management process.
• Build and maintain a written two to three year account management plan.

Management Responsibilities

• Recruit, interview, hire, train, and manage the account managers on the team.
• Build written playbooks and run these books and cadences.
• Set written goals for every direct report and provide performance evaluations.
• Handle discipline and termination of employees in accordance with company policy.
• Maintain a coverage and capacity model that shows accounts and revenue per account manager.
• Deliver commitments to executive leadership on the date agreed.
• Report status as dated outcomes, including renewals closed and at risk.

Qualifications

• Experience in the payments industry, B2B payments, accounts payable automation, virtual card, or fintech.
• Experience building and overseeing a customer success or account management program.
• Leadership experience partnering with account managers carrying a retention or expansion target.
• Ownership of a Net Revenue (or Net Volume) retention number.
• Experience in writing the working agreement between customer success and a support or operations organization.
• Demonstrated success redesigning customer success workflows using AI.
• Led organizational transformation involving process redesign and technology adoption.
• Experience designing and scaling a digital customer success model.
• Manages performance directly, including holding underperformers to written plans.
• Communicates clearly in writing at an executive level.
• Proficient in use of Salesforce.

Education and Experience

• Required: Bachelor's Degree in a related field.
• Required: A minimum of eight years in customer success or account management in a payments, fintech, or B2B SaaS business.
• Preferred: Experience taking a customer success function through growth from roughly $60 million to $100 million or more in revenue.

Benefits

• Medical coverage for employee-only plans.
• Life insurance, AD&D insurance, and long-term and short-term disability.
• Dental, Vision, Critical Illness, Hospital Indemnity, Flexible Spending Account, and Accident.
• Retirement Benefits: 401K plan with a generous employer match of up to 3.5%.
• Base salary ranges from $130,000 to $150,000 with competitive bonus opportunities.

EEO Statement

The employment policy of Edenred is to provide equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities.