Associate Director, Customer Success

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.

Bachelor’s degree in Business, Technology, or a related field, 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.

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