Priority Technology Holdings, LLC

Compensation

Full Description

Job title: Director, Customer Success- Prisma Reports to: Director, Operations- Prisma Department: Prisma Location: Remote Grade: 20 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 Director, Customer Success Prisma will be responsible for the strategic leadership and overall success of Prisma's enterprise and mid-level client portfolio. This key leadership role involves taking ownership of client retention, growth, and ensuring long-term partnerships thrive by maximizing the value clients receive from the Prisma platform. A core focus will be leading and developing a high-performing Client Success organization, encompassing both the Onboarding Team and the Client Success Manager Team. This is crucial for driving seamless customer adoption, successful solution implementation, ongoing engagement, product satisfaction, and overall adoption. This is a hands-on, high-impact role where you will build the foundation and processes for both our Customer Success Manager team and Onboarding team, setting the stage for scalable, best-in-class customer success as we grow in a fast-paced environment. Responsibilities:  Cross-Functional Collaboration & Process Improvement * Collaborate with Product, Sales, and Operations teams to incorporate customer feedback into product development, roadmap planning, and feature enhancements. * Partner with other CS leaders to streamline processes, align leadership, and accelerate organizational improvements that enable customer success at scale. * Stay abreast of industry trends and best practices, sharing insights with your team to continuously enhance Prisma’s Customer Success function. Customer Advocacy & Organizational Impact * Inspire a customer-first mindset across the company and champion the adoption of Prisma’s platform. * Create scalable frameworks that allow the Customer Success function to grow sustainably while delivering exceptional value to clients. Build & Scale Customer Success Function * Design, implement, and evolve Customer Success processes, frameworks, and best practices for both Onboarding and CSM teams. * Establish the structure, workflows, and success metrics that will guide the team as Prisma scales. * Lead the recruitment, development, and mentoring of high-performing Customer Success teams, fostering a culture of accountability, collaboration, and customer-first thinking. Strategic Leadership & Execution * Define and execute Prisma’s Customer Success strategy, focusing on adoption, retention, and long-term customer value including revenue retention ownership (NRR, GRR). * Develop and implement processes to prioritize and manage strategic account initiatives while measuring impact and outcomes. * Serve as a trusted advisor to enterprise and mid-level property clients, helping them achieve measurable business outcomes and maximizing the value of Prisma’s platform. Team Leadership & Development * Lead, coach, mentor, and develop a high-performing team of Customer Success Managers (CSMs) and Onboarding Specialists across varying levels of experience. * Set expectations, define goals, and manage priorities for your teams, aligning their work with overall company objectives. * Foster a culture of accountability, data-driven decision-making, and proactive customer engagement. Customer Lifecycle & Relationship Management * Oversee the full customer lifecycle, ensuring seamless onboarding, successful adoption, and proactive risk management. * Guide CSMs in setting joint objectives with customer stakeholders, defining clear ROI and business impact. * Act as an escalation point for critical customer issues, ensuring high satisfaction and long-term loyalty. Metrics & Continuous Improvement * Define key customer success metrics, track performance, and implement strategies to improve retention, satisfaction, and expansion opportunities. * Promote a data-driven approach across the team, using insights to inform decision-making and influence both internal and external stakeholders. What Success Looks Like: Success in a Director, Customer Success role is measured by a combination of customer outcomes, business impact, team effectiveness, and strategic leadership. At a high level, success means customers are realizing value, renewing and expanding, and your team is operating as a trusted, scalable growth engine. * Customer Success is a revenue-influencing function, not just a support team. * Consistent expansion, upsell, and cross-sell driven through value realization. * Strong partnership with Sales and Account Management on renewals and growth. Candidate Requirements: Required * 8+ years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership capacity. * Experience with PropTech and /or Rent Payment platforms serving multi-family operators. * Proven experience building and scaling Customer Success teams. * Previous Startup/scale-up/ high growth experience. * Strong strategic, analytical, and problem-solving skills, with a track record of driving adoption, retention, and expansion. * Exceptional leadership and coaching abilities, with experience developing high-performing teams. * Excellent communication and relationship management skills, able to influence at all levels internally and externally. * Experience working with enterprise clients and understanding the nuances of complex customer lifecycles. * Comfort in a fast-paced, evolving environment, with the ability to define processes and structures from scratch. * Passion for PropTech and helping customers achieve measurable business outcomes. Preferred * Background in multi-family operational improvement or digital transformation. * Comfort working in a startup or high-growth environment, including navigating ambiguity and evolving processes. * Familiarity with customer success platforms, CRM tools (e.g., HubSpot), and data-driven performance tracking. Work Environment & Culture: We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie. Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results. Compensation and Benefits:   Compensation range: $120,000 - $140,000 We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work. Financial Wellness * Bonus programs * 401(k) match * Employee Stock Purchase Program (ESPP) * HSA and FSA options * Financial wellness resources and employee discount programs Health & Well-being * Medical, dental, and vision coverage * Mental health support for employees and dependents through Lyra Health * Family planning and women’s health benefits through Carrot * Gym membership reimbursement and virtual wellness programs (including yoga) Time Off * 3 weeks PTO to start, with unlimited PTO after year one Growth & Development * Education expense reimbursement * Leadership development programs * Certified Payments Professional (CPP) certification support We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.  Traditional Physical Requirements: * Requires prolonged sitting, standing, bending, stooping and stretching. * Requires the ability to lift 10 pounds. * Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).   Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients. BackApply