**Director, Customer Success - Merchant Services at blithequark**

Are you a seasoned customer success leader with a passion for driving growth and innovation in the merchant services industry? Do you have a proven track record of building and scaling high-performing teams, developing strategic visions, and executing customer-centric initiatives? If so, we want to hear from you! blithequark is seeking a talented Director of Customer Success to join our Merchant Services team and lead our customer success efforts to new heights. **About blithequark** blithequark is a leading provider of innovative solutions for accounts receivable (AR) and merchant services. Our mission is to empower finance leaders with the clarity and control they need to drive business forward. With over 10,000 customers and 5M+ companies transacting on our platform, we process over 110M transactions and $257B annually. Our team is dedicated to delivering exceptional customer experiences, and we're looking for a talented leader to join our ranks. **How you'll have a massive impact here – and on your career** As the Director of Customer Success for our Merchant Services team at blithequark, you will define and execute the strategic vision for customer success, retention, and growth across our enterprise merchant portfolio. You will build and lead a team of Customer Success Managers, establish best practices that scale our world-class customer experience, and oversee strategic relationship management for our highest-value accounts. You'll leverage deep industry expertise in merchant services and payments to drive innovation in our customer success approach. **Key Responsibilities** * 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 * 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 * 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 * 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** * 5+ years of 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 * Strong leadership competencies, including strategic vision, team development, executive presence, and business acumen * Technical and analytical skills, including a 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 * Customer obsession, strategic thinking, leadership, innovation, and results orientation **What we offer** * Competitive salary range of $200,000-$230,000 CAD * Opportunity to work with a leading provider of innovative solutions for accounts receivable and merchant services * Collaborative and dynamic work environment with a talented team of professionals * Comprehensive benefits package, including health, dental, and vision insurance * Generous paid time off and flexible work arrangements * Professional development opportunities, including training and education programs * Recognition and rewards for outstanding performance and contributions to the company **How to apply** If you're a motivated and results-driven leader with a passion for customer success, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can join our team at blithequark! Apply for this job