Sr. Dir Customer Success Ops & Analytics

Job title: Senior Director, Customer Success Operations & Analytics 

Reports to: Head of Customer Success

Department: Customer Success

Location: Alpharetta, GA

Grade: 21

About Priority: 

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The Senior Director, CS Operations & Analytics serves as a strategic operator supporting the Head of Customer Success and the broader Customer Success organization. This role is responsible for performance analytics, operational insights, pricing and profitability support, retention analysis, predictive insights, and operational efficiency across Customer Care, Partner Care, Partner Onboarding, and Partner Success.

This position focuses on translating strategy into data-driven insights and actionable plans—ensuring Customer Success delivers measurable impact on revenue growth, retention, cost optimization, and customer lifetime value while scaling efficiently and predictably.

Responsibilities: 

• Partner closely with the Head of Customer Success to support strategic planning, execution tracking, and performance reporting.
• Build and maintain Customer Success dashboards, KPIs, and scorecards across all CS functions.
• Perform analytics related to retention, churn drivers, onboarding performance, service demand, and customer lifetime value.
• Support pricing and profitability governance by preparing analysis, monitoring exceptions, and tracking margin impacts.
• Partner with Finance, Product, and Sales to optimize unit economics, margin performance, and service monetization.
•  Design and lead customer success retention strategy grounded in lifecycle analytics and segmentation.
• Analyze customer acquisition cost and cost-to-serve trends; surface opportunities for efficiency improvements.
•  Identify opportunities for automation, tooling improvements, and process redesign to improve efficiency and scalability.
• Lead cross-functional initiatives and strategic programs from concept through execution.
• Establish operating rhythms, and accountability frameworks across Customer Success.

What Success Looks Like:

•  Improved retention, margin, and customer lifetime value.
• Increased transparency and rigor in Customer Success performance metrics.
• Timely, accurate, and trusted reporting for Customer Success leadership.
• Strong executive confidence in Customer Success insights and execution.

Candidate Requirements:

• Bachelor's degree required; advanced degree or relevant certifications preferred.
• 10  years of experience in Customer Success, Strategy, Finance, Payments/Fintech, or Consulting.
• Demonstrated expertise in performance analytics, pricing strategy, revenue management, and operating model optimization.
• Strong analytical background with experience in performance measurement, business insights,  pricing, profitability, financial modeling and unit economics concepts.
• Ability to operate effectively in a fast-paced, cross-functional environment.
• Strong written and verbal communication skills with comfort presenting to senior leaders.

Leadership Competencies:

• Customer Obsession: Prioritizes the customer experience in every decision.
• Strategic Execution: Balances long-term planning with urgency in resolving today’s challenges.
• People Leadership: Develops talent