About Versapay🚀

Versapay turns accounts receivable (AR) into a competitive advantage.

Inefficient AR processes slow cash flow and stall growth. Versapay removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward.

Versapay automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Our solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity. With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes over 110M transactions and $257B annually.

Think you might be the next Veep to join? Read on!!

How you’ll have a massive impact here – and on your career:

As the Director of Customer Success for our Merchant Services team at Versapay, you will define and execute the strategic vision for customer success, retention, and growth across our enterprise merchant portfolio.

Reporting to our Vice President of Customer Success, 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.

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.

What you'll do:

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

#LI-Remote

Compensation

OTE range from $200,000-$230,000 CAD.

Versapay

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Director, Customer Success - Merchant Services

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Versapay

Tired of Manually Applying to Jobs?

Let JobCopilot do it for you!

Director, Customer Success - Merchant Services

Meet JobCopilot: Your Personal AI Job Hunter

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