Director, Customer Success DACH

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 its 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.

Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located. Currently we do allow a hybrid work schedule but we regularly revisit our attendance policy.

About The Role

The Director Customer Success - DACH is responsible for shaping and executing the customer success strategy across Germany Austria and Switzerland. This role requires a leader with deep knowledge of the payments ecosystemincluding acquiring processing terminals gateways and omnichannel commercewho can guide SMB and enterprise merchants through complex payment journeys. You will lead a regional team act as a trusted advisor to strategic customers and collaborate closely with Sales Product Engineering and Operations to ensure customers achieve measurable outcomes with Verifones solutions.

This position is based in Munich and reports into the Global Customer Success organization.

Key Responsibilities

Customer Leadership & Strategic Ownership

• Develop and execute a regional Customer Success strategy focused on maximizing customer value adoption and retention.
• Serve as an executive-level advisor to SMB enterprise merchants PSPs and acquiring partners across the DACH region.
• Lead strategic business reviews ensuring customers understand the full value of Verifones payment and acquiring capabilities.

Payments & Acquiring Expertise

• Guide customers through complex payment flows including acquiring setup settlement processes risk considerations and omnichannel integrations.
• Support customers in optimizing acceptance rates transaction routing and payment performance.
• Translate regulatory and scheme-related changes (e.g. PSD2 PCI card scheme mandates) into actionable customer guidance.

Team Leadership

• Build coach and scale a high-performing team of Customer Success Managers Integration and Implementation Engineers and Technical support teams.
• Establish clear KPIs operational processes and customer lifecycle frameworks tailored to the payments environment.
• Foster a culture of customer advocacy accountability and continuous improvement.

Customer Value & Lifecycle Management

• Drive adoption of Verifones SaaS platforms payment devices acquiring services and value-added solutions.
• Monitor customer health proactively mitigate risks and ensure seamless renewals.
• Identify and support upsell and cross-sell opportunities through value-driven engagement.

Cross-Functional Collaboration

• Partner with Sales Product Engineering Support and Operations to deliver a unified customer experience.
• Provide structured customer feedback to influence product roadmap and service enhancements.
• Support commercial teams with technical and strategic insights during expansion discussions.

Operational Excellence

• Implement scalable processes tools and best practices for customer success in a regulated payments environment.
• Track and report on key metrics such as NPS churn retention activation and revenue expansion.
• Ensure compliance with regional regulatory security and data-protection standards.

Skills and Experience We Desire

• 8 years of experience in Customer Success Account Management or related roles within payments acquiring fintech or enterprise SaaS.
• Deep understanding of the payments value chain: acquiring processing terminals gateways settlement and risk.
• Proven leadership experience managing customer-facing teams.
• Strong knowledge of the DACH payments landscape merchant needs and regulatory environment.
• Demonstrated success driving adoption retention and revenue growth.
• Fluent in German and English.
• Strong executive-level communication and stakeholder management skills.

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.