Director, Customer Success - Merchant Services at blithequark
Are you a seasoned customer success leader with a passion for driving business growth and customer satisfaction in the merchant services space? Do you have a proven track record of building and scaling high-performing teams, developing strategic visions, and executing customer success initiatives that drive revenue and retention? If so, we want to hear from you! At blithequark, we're revolutionizing the way businesses manage their accounts receivable and accelerate cash flow. Our innovative solutions connect finance teams, customers, and business systems in one ecosystem, ensuring cash flow clarity and driving business forward. As a Director of Customer Success for our Merchant Services team, you'll play a critical role in defining and executing the strategic vision for customer success, retention, and growth across our enterprise merchant portfolio.
About blithequark
blithequark turns accounts receivable (AR) into a competitive advantage. Inefficient AR processes slow cash flow and stall growth, but our solutions remove friction, unlock working capital, and accelerate momentum. With over 10,000 customers and 5M+ companies transacting on our platform, we process over 110M transactions and $257B annually. Our mission is to empower finance leaders with the clarity and control they need to drive business forward.
How You'll Have a Massive Impact Here – and on Your Career
As the Director of Customer Success for our Merchant Services team, you'll have a significant impact on our business growth and customer satisfaction. You'll define and execute the strategic vision for customer success, retention, and growth across our enterprise merchant portfolio. Your responsibilities will include:
- Building and leading a team of Customer Success Managers, establishing clear goals, KPIs, and career development paths
- Developing and executing the strategic vision for customer success, including programs for retention, expansion, and customer advocacy
- Partnering with executive leadership to align customer success initiatives with company objectives and growth targets
- Designing and implementing scalable processes that enable consistent delivery of exceptional customer experiences
- Owning and exceeding portfolio revenue targets, including retention, expansion, and customer health metrics
- Establishing strategic account planning frameworks and overseeing their execution across the enterprise customer base
- Developing predictive indicators and early warning systems to identify at-risk accounts and growth opportunities
- Creating and maintaining executive relationships with strategic customers, leading high-stakes negotiations and resolutions
- Collaborating with Product, Sales, and Professional Services leadership to ensure customer needs drive product roadmap and go-to-market strategies
- Partnering with Finance to develop forecasting models and metrics for customer success performance
- Leading organizational change initiatives to improve customer experience and team efficiency
- Designing and implementing customer success technology stack and tools to enable team scalability
- Creating and overseeing customer success programs, including onboarding, training, and customer advocacy initiatives
- Establishing best practices for Executive Business Reviews (EBRs) and strategic account planning
- Developing voice-of-customer programs to capture and activate customer feedback
- Designing and implementing customer health scoring systems and success metrics
What You'll Bring to the Team
To succeed in this role, you'll need:
- 8+ years of experience in customer success with at least 3 years in a leadership role, preferably within the B2B merchant services space
- 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
- Strategic vision, team development, executive presence, business acumen, and technical and analytical skills
- 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 innovative and growing company in the merchant services space
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Comprehensive benefits package
How to Apply
If you're a motivated and results-driven customer success leader with a passion for driving business growth and customer satisfaction, 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!
Additional Information
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