About this role
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Client Success Leadership & Team Management
- Lead, coach, and scale a Client Success organization consisting of 4 direct‑report managers and their teams
- Set clear expectations, success metrics, and accountability across all management layers
- Drive leadership development, performance management, and succession planning within the team
Revenue & KPI Ownership
- Own and drive performance against key Client Success KPIs, including:
- Net Revenue Retention (NRR)
- Customer Churn
- CSQL (Customer Success Qualified Leads)
- Renewals
- Account Relationship Health
- Forecast renewals and expansion revenue with accuracy and consistency
- Proactively identify renewal risk and implement mitigation and recovery plans
Client Relationships & Executive Engagement
- Serve as executive sponsor for strategic and high‑value accounts
- Strengthen senior‑level relationships to ensure long‑term partnerships and customer advocacy
- Ensure consistent, value‑driven engagement across the entire client journey
Cross‑Functional Collaboration
- Partner closely with Sales, Account Management, Product, and Support to align on client outcomes
- Support expansion strategy through strong collaboration on CSQL generation and opportunity execution
- Champion customer feedback internally to influence product roadmap and service improvements
Operational Excellence & Scale
- Establish and optimize Client Success processes, playbooks, and systems
- Build scalable frameworks for onboarding, adoption, renewals, and expansion
- Leverage data and reporting to monitor customer health, performance trends, and team effectiveness
Qualifications & Experience
Required
- 8–12+ years of experience in Client Success, Account Management, or Customer Experience
- 3–5+ years of people management experience, including management of managers
- Demonstrated ownership of NRR, churn reduction, renewals, and expansion revenue
- Strong executive presence with experience managing senior customer stakeholders
- Proven ability to align Client Success initiatives with broader revenue goals
Preferred
- Experience in B2B, SaaS, or recurring‑revenue business models
- Strong partnership experience with Sales and revenue leadership
- Familiarity with CRM and Client Success platforms (Salesforce, Gainsight, Totango, Catalyst, etc.)
- Experience scaling Client Success teams in growth‑stage organizations
Key Success Indicators
- Increased Net Revenue Retention and reduced churn
- Predictable, on‑time renewals with minimized risk
- Strong CSQL contribution to expansion pipeline
- Healthy, long‑term customer relationships at the executive level
- Engaged, high‑performing managers and teams
$145,000 + Variable Compensation
The above represents the expected base salary range for this job requisition. Ultimately, in determining your base pay, we'll consider your location, experience, and other job-related factors. The compensation model also allows for additional variable compensation, which may be later used to offset any wage advancements.
Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
This position is eligible to be considered for remote hiring anywhere in the USA.
#LI-Remote
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].
Other facts
About Global Payments Inc.
Global Payments (NYSE: GPN) is a leading payment technology and software company that powers commerce for businesses of all sizes worldwide. We help businesses grow with confidence by delivering innovative solutions that enable seamless payment acceptance, smarter operations and exceptional client experiences – online, in store and everywhere in between. With its global reach, local expertise and scale, Global Payments manages trillions in payments volume and billions of transactions across more than 175 countries.
Headquartered in Atlanta, Georgia, Global Payments is a Fortune 500® company and a member of the S&P 500. Learn more at company.globalpayments.com and follow Global Payments on X (@globalpayinc), LinkedIn and Facebook.
What you'll do
- Lead and manage a Client Success organization, ensuring clear expectations and accountability. Drive performance against key KPIs and strengthen client relationships through executive engagement.
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