Director, Customer Success - Nordics and Baltics

Why Verifone

For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

What's exciting about the role

As a Director, Customer Success – Nordics & Baltics, you are responsible for leading and scaling our customer success team consisting of Customer Success Managers to drive customer satisfaction, retention, growth and to ensure the customer is fully supported in their needs. This role will develop and execute strategies that enhance customer engagement, optimize operational processes, and ensure customers achieve maximum value from our products and services.

The ideal candidate is a strategic thinker with a passion for customer advocacy, strong leadership skills, technical knowledge of payment solutions and a data-driven approach to improving customer outcomes.

What you'll do:  

• Develop and execute a comprehensive customer success strategy aligned with company goals.
• Lead, mentor, and scale the customer success team, fostering a culture of collaboration and continuous improvement
• Act as customer liaison to ensure customer satisfaction with solutions and service by driving excellence and best in class support across the Verifone teams
• Escalation contacts for customers for operational challenges that require additional support to drive resolution
• Active presenter at customer QBRs coordinating across Sales/Account Management, Operations and Customer Success Support teams to prepare QBR documentation including Customer Health review
• Act as customers’ advocate when delivering changes, system releases and ongoing product enhancements. 
• Leverage KPIs to proactively report project and service progress to customers and collaborate on areas of improvement
• Build and grow customer relationships, while deepening knowledge of the customer and becoming a trusted partner
• Track customer projects, incidents, inquiries,  and conduct regular reviews with customer to ensure alignment on priorities and status
• Manage customer communication process and templates, including quarterly review and distribution to support teams
• Identify and solve potential conflicts with priorities, that could lead to customer impacts/escalations

Skills and Experience we desire

• Bachelor’s degree in Business, Marketing, or a related field (MBA preferred).
• 7+ years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role.
• Strategic thinker with a passion for customer advocacy, strong leadership skills, and a data-driven approach to improving customer outcomes.
• Proven track record of leading and building best in class customer success teams in a B2B SaaS or technology-driven environment.
• Strong understanding of customer success metrics, lifecycle management, and best practices.
• Excellent communication, relationship-building, and problem-solving skills.
• Experience working with CRM and customer success platforms (Salesforce, Gainsight, Zendesk, etc.)
• Data-driven mindset with experience leveraging analytics to drive decision-making.

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.