Director of Customer Success & Implementation

About the Role

We’re looking for a proven, hands-on leader to build, scale, and lead our Customer Success & Implementation organization - comprising Solution Engineering, Launch, Project Management, and Professional Services.

This role is responsible for driving scalable process execution, as well as technical and operational excellence across the partner journey - from initial solution design and onboarding through to go-live and ongoing optimization. You’ll ensure every partner has a seamless path to launch, scale, and succeed on NMI’s payment platform.

Reporting directly to the VP of Global Enterprise Sales & Partner Experience, you’ll lead a global team that bridges commercial, technical, and operational functions - working in close partnership with Sales, Support, Partner Success, Product, and Engineering to deliver a world-class partner experience that accelerates business growth.

What You’ll Do

Build & Scale a World-Class Function

• Design and grow the Customer Success & Implementation organization, setting the structure, playbooks, and operating rhythms needed to scale efficiently across regions and segments.
• Recruit, develop, and inspire top talent across Solution Engineering, Project Management, Launch, and Professional Services.
• Establish a culture of technical excellence, ownership, and accountability, underpinned by continuous improvement and measurable partner impact.
  
  

Drive Technical Delivery & Partner Success

• Oversee solution design, onboarding, and go-live execution for new partners, ensuring seamless integrations, predictable timelines, and frictionless adoption.
• Embed strong project management discipline and cross-functional collaboration to accelerate time-to-live and partner time-to-revenue.
• Ensure partners experience a high-touch, consultative journey - one that simplifies technical complexity and sets them up for long-term success at scale.
  
  

Enable Continuous Feedback & Improvement

• Operate a closed-loop feedback mechanism between partners and internal teams to identify product gaps, friction points, and opportunities for improvement.
• Translate partner needs into actionable insights for Product and Engineering, ensuring partner experience drives roadmap prioritization and solution evolution.
• Partner with Support and Partner Success teams to strengthen post-launch adoption and engagement.

Align to Revenue & Growth Outcomes

• Partner with Sales leadership to align pre-sales solutioning with downstream implementation success, enabling faster go-live and higher retention.
• Drive measurable improvements in activation rates, onboarding time, partner satisfaction (NPS/CSAT), and attach-driven revenue outcomes.
• Support strategic partner and customer projects, providing technical and operational expertise to unlock growth and scale efficiently.
  
  

Establish Process, Rigor & Data-Led Decisions

• Define, implement, and continuously refine methodologies, tools, and KPIs that measure onboarding speed, delivery quality, and partner impact.
• Leverage data and insights to optimize internal workflows, forecast resourcing needs, and identify opportunities for automation and efficiency.
• Ensure consistent excellence and repeatability across all projects and partner interactions.
  
  

What You’ll Bring

Experience & Expertise

• 10+ years of experience in Customer Success, Solutions Engineering, Professional Services, or Technical Implementation, with at least 5 years in leadership roles.
• Proven success scaling global, multi-disciplinary technical organizations and driving meaningful operational and revenue outcomes.
• Deep understanding of complex B2B or SaaS environments - ideally in fintech, payments, or infrastructure-based businesses.
  
  

Leadership & Team Development

• Strong people leadership skills with experience managing large, distributed teams.
• Track record of hiring, mentoring, and developing high-performing, cross-functional technical talent.
• Passion for building collaborative, inclusive teams with a focus on growth and accountability.
  
  

Strategic & Operational Mindset

• Ability to design and implement scalable, data-driven frameworks that deliver consistent exec