Associate Director, Customer Success

FreedomPay; Philadelphia (Philadelphia County); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, prescription, dental, vision

Life insurance

401(k) with company match

Commission sharing plan

Hybrid work model

Parental and other leave programs

Job summary

FreedomPay is seeking an Associate Director of Customer Success to lead strategic relationships across a portfolio of enterprise clients and scale the customer success function.

The role demands strong business acumen, executive presence, and collaboration with Sales, Product, Support, and Operations to drive retention, adoption, and long-term client value.

Qualifications

• Bachelor’s degree or equivalent in business/tech.
• 8+ years in Customer Success or similar roles with enterprise clients.
• 2+ years leading customer-facing teams.
• Experience in SaaS, payments, or tech.
• Proven ability to manage senior stakeholder relationships and drive retention and growth.

Responsibilities

• Lead strategic relationships for an enterprise client portfolio as senior advisor.
• Develop and execute customer success strategies to improve retention and expansion.
• Coach and mentor Customer Success Managers for team performance.
• Collaborate with Sales, Product, Support, Operations and Leadership on priorities and renewals.
• Oversee executive reviews, success planning, and high-impact meetings.

Skills

Leadership

Communication

Presentation

Stakeholder management

Analytical skills

Cross-functional collaboration

Travel readiness

Ownership & accountability

CRM proficiency

Education

Bachelor’s degree in Business/Technology

Tools

CRM software

Customer success tools

Job description

The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.

As an Associate Director of Customer Success, you’ll lead strategic relationships across a portfolio of enterprise clients while helping shape and scale the overall customer success function. This role is ideal for a leader who brings strong business acumen, executive presence, and operational discipline, and who can partner cross-functionally to drive customer retention, product adoption, expansion opportunities, and long-term client value.

Main Job Responsibilities (including but not limited to):

• Lead strategic relationships for a portfolio of enterprise clients, serving as a senior point of contact and trusted advisor throughout the customer lifecycle
• Develop and execute customer success strategies that improve retention, adoption, customer satisfaction, and long-term account growth
• Coach, mentor, and provide day-to-day guidance to Customer Success Managers, helping elevate team performance and consistency
• Partner closely with Sales, Product, Support, Operations, and Leadership to align on customer priorities, escalations, renewals, and expansion opportunities
• Oversee executive business reviews, success planning, and high-impact customer meetings with confidence and strong executive presence
• Identify customer risks proactively through account health indicators, engagement trends, and feedback, and drive action plans to mitigate churn
• Establish and refine scalable processes, playbooks, and standards across onboarding, adoption, escalation management, and ongoing account engagement
• Analyze customer success metrics and team performance data to identify opportunities for operational improvement and stronger business outcomes
• Help distinguish between support issues, product gaps, and strategic enhancement requests, and influence internal prioritization accordingly
• Serve as the voice of the customer internally by translating client feedback into actionable insights for cross-functional stakeholders

Basic Qualifications:

• Bachelor’s degree in Business, Technology, ora relatedfield, or equivalent work experience.
• Minimum of 8 years of experience in Customer Success, Account Management, Consulting, or a similar customer-facing role supporting complex or enterprise clients.
• Minimum of 2 years of experience leading, mentoring, or developing customer-facing team members.
• Experience working within a SaaS, payments, or technology-focused organization.
• Demonstrated success managing senior stakeholder relationships and driving retention, adoption, and account growth.

Recommended Skills and Experience:

• Strong leadership, communication, and presentation skills with the ability to influence stakeholders at all levels of the organization
• Ability to develop customer success frameworks, account strategies, and scalable processes in a growing environment
• Strong business acumen and the ability to connect customer needs to product value, retention strategy, and growth opportunities
• Experience managing escalations, navigating complex customer situations, and driving cross-functional resolution
• Demonstrated analytical skills with experience using customer health data, KPIs, and reporting to inform decisions
• Experience working in the payments space is strongly preferred
• Excellent organizational, prioritization, and problem-solving skills in a fast-paced environment
• Self-starter with a collaborative mindset and a strong sense of ownership and accountability
• Familiarity with CRM systems and customer success tools
• Willingness to travel up to 20% as needed

As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities. FreedomPay’s fulltime roles provide exceptional benefits including

• medical, prescription, dental and vision coverage
• Life Insurance
• Retirement Plans with company match
• commission sharing plan
• flexible hybrid working environment
• great parental and other leave programs

All positions must be able to successfully pass a background check as well as a credit check.

FreedomPay is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.