Director, Client Success - Prisma

Priority Commerce; Alpharetta (GA); Hybrid; USD 125,000 - 150,000; Full time

Benefits offered by this job

Hybrid work schedule

Alpharetta headquarters

Job summary

Priority Commerce, based in Alpharetta, GA, seeks a hands-on Director of Client Success to lead the Customer Success and Onboarding teams. You will drive client retention, product adoption, and successful onboarding across the customer lifecycle with a visible, coaching-focused leadership style.

You will shepherd executive conversations, renewals, and expansions in coordination with Sales, Product, and Support, ensuring measurable value and strong relationships with enterprise clients.

Qualifications

• 5+ years in Customer Success, Account Management, or related client-facing roles.
• 3+ years leading teams.
• Experience in multifamily PropTech, rent payments, or related enterprise tech.

Responsibilities

• Lead, coach, and develop CSMs and Onboarding Specialists.
• Own portfolio performance across retention, adoption, and revenue.
• Oversee onboarding quality and time-to-value.
• Collaborate with Sales, Product, Support and Operations to resolve issues.
• Provide leadership with clear reporting on retention risks and onboarding progress.

Skills

Leadership

Coaching

Customer Success

Account Management

Analytical Skills

CRM usage

Education

Bachelor’s degree

Tools

HubSpot

CRM

Job description

Job title: Director, Client Success - Prisma

Reports to: Director, Operations - Prisma

Department: Priority Property Rev

Location: Alpharetta, GA (Hybrid)

Grade: 20

About Priority Commerce:

Priority Commerce is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority Commerce, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

Prisma seeks a hands‑on Director of Client Success to lead, coach, and elevate its Customer Success Managers and Onboarding team. This leader is accountable for client retention, product adoption, effective onboarding, and consistent execution across the customer lifecycle. Success requires a visible, supportive coach who develops people, strengthens client relationships, and turns performance insights into action-not a leader primarily focused on building new frameworks.

Key Responsibilities

Team Leadership & Coaching

Lead, coach, and develop CSMs and Onboarding Specialists through regular one on-ones, account reviews, actionable feedback, and individual development plans.

Set clear expectations and priorities; hold the team accountable for client outcomes, responsiveness, and consistent execution.

Coach team members through executive conversations, renewal risks, difficult escalations, and opportunities to increase customer value.

Client Retention, Adoption & Growth

Own portfolio performance across gross and net revenue retention (GRR/NRR), account health, product adoption, and client satisfaction.

Guide proactive engagement plans for strategic and at‑risk accounts; personally support critical client relationships and escalations.

Partner with Sales to surface expansion opportunities and ensure a coordinated approach to renewals and account growth.

Onboarding & Customer Experience

Oversee onboarding quality, time to value, and handoffs into ongoing account management; remove obstacles that delay adoption.

Use customer feedback and performance data to improve engagement, issue resolution, and the end‑to‑end customer experience.

Collaborate with Sales, Product, Support, and Operations to resolve recurring client issues and align on priorities.

Performance Management

Use practical KPIs and CRM visibility, and team coaching to identify gaps, improve productivity, and drive measurable results.

Provide leadership with clear reporting on retention risksandonboarding progressandclient...

What Success Looks Like:

A motivated, capable team that consistently delivers strong onboarding, proactive account management, improving adoption, and durable customer relationships-with measurable retention and revenue outcomes.

Candidate Requirements:

• 5+ years in Customer Success, Account Management, or related client-facing roles, including 3+ years leading teams.
• Proven record of coaching and improving the performance of CSMs and/or onboarding teams; strong people-development skills.
• Experience in multifamily PropTech, rent payments, or closely related enterprise technology.
• Demonstrated ownership of customer retention, adoption, and complex enterprise relationships.
• Strong analytical, communication, and escalation-management skills; comfortable using CRM and performance metrics.
• Ability to work a hybrid schedule with regular in‑office presence at Prisma's Alpharetta headquarters.

Preferred Experience:

• Multifamily operations, digital payments, HubSpot, and experience in a growing technology business.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution . We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you'll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $125,000 - $150,000

We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of wo