Director, Customer Success - Merchant Services

Canada

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Technology, Payments, SaaSIndustries

Requirements

Candidates must have 8+ years of experience in customer success, with at least 3 years in a leadership role, preferably within the B2B merchant services space. An extensive background in Merchant Services, including experience in payment acquirer, Payfac, and/or ISO environments, is required. A Bachelor's Degree and a proven track record of building and scaling customer success teams in high-growth environments are also necessary.

Responsibilities

The Director of Customer Success will define and execute the strategic vision for customer success, retention, and growth across the enterprise merchant portfolio. They will build, mentor, and scale a high-performing team of Customer Success Managers, establishing clear goals, KPIs, and career development paths. This role involves owning and exceeding portfolio revenue targets, establishing strategic account planning frameworks, and creating executive relationships with strategic customers. Additionally, the Director will collaborate with Product, Sales, and Professional Services leadership to ensure customer needs drive product roadmaps and go-to-market strategies, and lead organizational change initiatives to improve customer experience and team efficiency.

Skills

Customer Success

Merchant Services

Payments

B2B

Team Leadership

Strategic Planning

Relationship Management

Data Analysis

AR Automation

Financial Technology

Versapay

Automates accounts receivable processes for businesses

About Versapay

VersaPay automates accounts receivable processes for businesses, focusing on the B2B market. Its main product, the ARC platform, simplifies invoicing and payment by providing an online self-service portal where customers can receive invoices, make payments, and communicate with businesses. This portal is customizable, allowing clients to tailor the experience to their needs, which enhances customer satisfaction and retention. VersaPay operates on a subscription-based model, charging clients a recurring fee for access to the ARC platform, along with potential transaction fees for processed payments. This focus on customer-friendly solutions sets VersaPay apart from competitors in the financial technology sector, which is rapidly growing due to the demand for digital business solutions. The company's goal is to improve the efficiency of accounts receivable processes, making them more secure and user-friendly for businesses and their customers.

Toronto, CanadaHeadquarters

2006Year Founded

$18.7MTotal Funding

IPOCompany Stage

Enterprise Software, FintechIndustries

201-500Employees

Benefits

Remote Work Options

Flexible Work Hours

Risks

Emerging fintech startups like Zūm Rails pose competitive threats to Versapay.

Relocating headquarters to Miami-Dade may cause operational and cultural challenges.

New executive appointments could lead to strategic shifts affecting client relationships.

Differentiation

Versapay offers a cloud-based invoice-to-cash solution for superior customer experience.

The ARC platform provides a customizable self-service portal for efficient invoicing and payments.

Versapay integrates with various ERPs for automatic payment reconciliation and real-time insights.

Upsides

Versapay's network grew 5X in 18 months, now serving 5 million businesses.

The mid-market's demand for digital AR solutions presents growth opportunities for Versapay.

Versapay's focus on secure transactions aligns with the trend towards virtual card adoption.

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