Director Customer Success and Delivery

Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

The Director Customer Success and delivery will play a crucial role in shaping CSG’s customer success strategy, driving global scale, and ensuring long-term growth and retention. This role focuses on delivering service excellence, fostering executive relationships, driving adoption and expansion, and maximizing customer value.

We are looking for a Director Customer Success and Delivery who will:

• Develop and implement strategies for activation, continuous value delivery, and expansion
• Create mutual success plans with customers to exceed expectations and ensure timely service implementation
• Foster strong executive relationships for a deep understanding of customer goals and challenges
• Align customer success strategies with sales targets, product initiatives, and new revenue opportunities
• Document success plans outlining critical factors, metrics, and recommendations
• Develop playbooks for Onboarding, Adoption, Renewal, and Expansion phases of the customer journey
• Engage customers proactively, lead escalations, and implement get-well plans
• Track and utilize key performance metrics to refine customer success strategies
• Act as the advocate for customers, voicing their needs across departments
• Provide insights based on methodologies for architecture, implementation, and adoption
• Identify and address customer pain points with development teams
• Measure and analyze account health, playbook progress, and account sentiment for continuous optimization
• Manage dashboards to monitor performance changes and drive improvements
• Oversee post-sales orchestration of company and Partner resources
• Ensure timely, within scope, and budget completion of software implementation engagements with high customer satisfaction
• Allocate resources effectively and mitigate project risks proactively
• Lead and inspire a high-performing team with clear goals and KPIs
• Implement and monitor performance metrics aligned with strategic goals
• Manage the financial integrity of the Customer Success department

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor’s degree in Business, related field, or equivalent experience
• 8+ years in sales or customer success roles in SaaS or Payments industry
• Knowledge of payment software, services, and solutions
• Understanding of service metrics like utilization and implementation CSAT
• Experience scaling teams - growing headcount, adding product/geo responsibilities, improving efficiency
• Strong analytical abilities and experience using data to drive decision-making
• Ability to travel internationally/domestically up to 25%

Our Guiding Principles

Impact

• Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

• Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration

• Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

CSGer Perks & Benefits 

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

View More Benefits  

• If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's d