About Versapay 🚀
Versapay turns accounts receivable (AR) into a competitive advantage.
Inefficient AR processes slow cash flow and stall growth. Versapay removes
friction, unlocks working capital, and accelerates momentum — giving finance
leaders the clarity and control they need to drive business forward.
Versapay automates accounts receivable, removing barriers to collecting and
reconciling B2B payments. Our solutions connect finance teams, customers, and
business systems in one ecosystem to ensure cash flow clarity. With over 10,000
customers and 5M+ companies transacting on the platform, Versapay processes over
110M transactions and $257B annually.
Think you might be the next Veep to join? Read on!!
How you’ll have a massive impact here – and on your career:
As the Director of Customer Success for our Merchant Services team at Versapay,
you will define and execute the strategic vision for customer success,
retention, and growth across our enterprise merchant portfolio.
Reporting to our Vice President of Customer Success, you will build and lead a
team of Customer Success Managers while establishing best practices that scale
our world-class customer experience. In this role, you will oversee strategic
relationship management for our highest-value accounts, develop data-driven
success programs, and collaborate with executive leadership to align customer
success initiatives with company objectives. You'll leverage deep industry
expertise in merchant services and payments to drive innovation in our customer
success approach.
To succeed in this role, you'll need 8+ years of experience in customer success
with at least 3 years in a leadership role, preferably within the B2B merchant
services space.Â
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What you'll do:
Strategic LeadershipÂ
- Build, mentor, and scale a high-performing team of Customer Success Managers,
establishing clear goals, KPIs, and career development pathsÂ
- Develop and execute the strategic vision for customer success, including
programs for retention, expansion, and customer advocacyÂ
- Partner with executive leadership to align customer success initiatives with
company objectives and growth targetsÂ
- Design and implement scalable processes that enable consistent delivery of
exceptional customer experiencesÂ
Revenue & Portfolio ManagementÂ
- Own and exceed portfolio revenue targets, including retention, expansion, and
customer health metricsÂ
- Establish strategic account planning frameworks and oversee their execution
across the enterprise customer baseÂ
- Develop predictive indicators and early warning systems to identify at-risk
accounts and growth opportunities
- Create and maintain executive relationships with strategic customers, leading
high-stakes negotiations and resolutions
Cross-functional Leadership
- Collaborate with Product, Sales, and Professional Services leadership to
ensure customer needs drive product roadmap and go-to-market strategies
- Partner with Finance to develop forecasting models and metrics for customer
success performance
- Lead organizational change initiatives to improve customer experience and
team efficiency
- Design and implement customer success technology stack and tools to enable
team scalability
Program Development
- Create and oversee customer success programs including onboarding, training,
and customer advocacy initiatives
- Establish best practices for Executive Business Reviews (EBRs) and strategic
account planning
- Develop voice-of-customer programs to capture and activate customer feedback
- Design and implement customer health scoring systems and success metrics
What you'll bring to the team:
Experience & Education
- 5+ years experience in Customer Success with 3+ years in a leadership role
- Extensive background in Merchant Services with experience in payment
Acquirer, Payfac, and/or ISO environments
- Bachelor's Degree
- Proven track record of building and scaling customer success teams in
high-growth environments
Leadership Competencies
- Strategic Vision: Ability to develop and execute long-term strategies that
drive business growth and customer success
- Team Development: Experience building, coaching, and scaling high-performing
teams
- Executive Presence: Strong communication skills with the ability to influence
at all levels of the organization and with customers
- Business Acumen: Deep understanding of SaaS metrics, customer success
economics, and business operations
Technical & Analytical Skills
- Strong understanding of payment technologies, merchant services, and
enterprise software
- Data-driven approach to decision making with experience in customer success
metrics and analytics
- Proficiency with CRM platforms, customer success tools, and business
intelligence systems
- Experience with change management and process improvement methodologies
Personal Qualities
- Customer Obsession: Passionate about customer success with a track record of
driving customer-centric culture
- Strategic Thinking: Ability to balance long-term vision with short-term
execution
- Leadership: Natural ability to inspire and motivate teams while driving
accountability
- Innovation: Forward-thinking approach to customer success with ability to
anticipate industry trends
- Results Orientation: Strong focus on achieving measurable outcomes while
maintaining high standards of excellence
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$130,000 - $150,000 a year
OTE range from $200,000-$230,000 CAD.
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LI-Remote
We are an equal opportunity employer and value diversity at our company. We do
not discriminate on the basis of race, religion, color, national origin, gender,
sexual orientation, age, marital status, veteran status, or disability status.
