Client Success Leader

Dexterous; Illinois; On-site; USD 120,000 - 160,000; Full time

Job summary

Dexterous is looking for a strategic VP, Client Success Manager to lead the client success strategy within the Payments industry. This role will drive retention, operational excellence, and client engagement.

The ideal candidate will have over 6 years of experience in leading customer-facing teams, strong understanding of the payments ecosystem, and proven ability to engage with C-suite executives.

Qualifications

• 6+ years of experience leading client success in Payments, SaaS, Fintech, or eCommerce.
• Proven ability to build long-term relationships with C-suite executives.
• Strong knowledge of payments ecosystem including fraud and chargebacks.

Responsibilities

• Develop and lead overall client success strategy.
• Build and manage a high-performing Client Success team.
• Own the entire post-sale customer journey.

Skills

Client success strategy development

Team leadership

C-suite engagement

Project management

Strategic thinking

Job description

About the job VP, Client Success Manager

We are looking for a strategic, relationship-driven leader within the Payments industry to serve as our Vice President of Client Success. This role will be responsible for designing and executing a client success strategy that drives retention, operational excellence, and deep client engagement. You will lead a high-performing team (based on your prior experience in Payments), create a more structured and disciplined onboarding process, and build a client-first culture that supports enterprise growth and long-term satisfaction.

What You Will Do:

• Develop and lead the overall client success strategy to support retention, satisfaction, revenue expansion, and customer loyalty
• Build and manage a high-performing Client Success team, setting clear goals, KPIs, and accountability structures
• Own the entire post-sale customer journey—ensuring smooth onboarding, strong adoption, and long-term engagement
• Serve as the strategic point of contact for enterprise clients, including post-contract relationship ownership and executive-level engagement
• Implement a disciplined project management approach to client onboarding and ongoing initiatives
• Collaborate cross-functionally with sales, product, marketing, engineering, and operations to ensure a consistent, cohesive client experience
• Define and track success metrics including NPS, CSAT, churn, expansion, and engagement
• Build a scalable infrastructure—processes, tools, and systems—that supports a growing client base
• Act as the voice of the customer internally, helping to influence product roadmap and company priorities
• Lead renewal strategy and manage escalations, negotiations, and issue resolution

What You Bring:

• 6+ years of experience leading client success, account management, or customer-facing teams in the Payments, SaaS, Fintech, and eCommerce space (MUST have experience in the Payments industry)
• Proven ability to engage at the C-suite level and build trusted, long-term relationships
• Strong knowledge of the payments ecosystem, including fraud and chargeback workflows in enterprise and eCommerce environments
• Demonstrated operational leadership—able to build structure, set goals, and drive a performance culture
• Excellent strategic thinking and problem-solving abilities, with a hands-on approach to process improvement
• Background in project management, with experience leading onboarding and creating scalable processes
• Exceptional communication and presentation skills