Director, Client Success - Prisma

Job title: Director, Client Success - Prisma Reports to: Director, Operations - Prisma Department: Priority Property Rev Location: Alpharetta, GA (Hybrid) Grade: 20

About Priority Commerce:

Priority Commerce 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 Commerce, 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:

Prisma seeks a hands-on Director of Client Success to lead, coach, and elevate its Customer Success Managers and Onboarding team. This leader is accountable for client retention, product adoption, effective onboarding, and consistent execution across the customer lifecycle. Success requires a visible, supportive coach who develops people, strengthens client relationships, and turns performance insights into action - not a leader primarily focused on building new frameworks.

Key Responsibilities

Team Leadership & Coaching

• Lead, coach, and develop CSMs and Onboarding Specialists through regular one on-ones, account reviews, actionable feedback, and individual development plans.
• Set clear expectations and priorities; hold the team accountable for client outcomes, responsiveness, and consistent execution.
• Coach team members through executive conversations, renewal risks, difficult escalations, and opportunities to increase customer value.

Client Retention, Adoption & Growth

• Own portfolio performance across gross and net revenue retention (GRR/NRR), account health, product adoption, and client satisfaction.
• Guide proactive engagement plans for strategic and at-risk accounts; personally support critical client relationships and escalations.
• Partner with Sales to surface expansion opportunities and ensure a coordinated approach to renewals and account growth.

Onboarding & Customer Experience

• Oversee onboarding quality, time to value, and handoffs into ongoing account management; remove obstacles that delay adoption.
• Use customer feedback and performance data to improve engagement, issue resolution, and the end-to-end client experience.
• Collaborate with Sales, Product, Support, and Operations to resolve recurring client issues and align on priorities.

Performance Management

• Use practical KPIs, CRM visibility, and team coaching to identify gaps, improve productivity, and drive measurable results.
• Provide leadership with clear reporting on retention risks, onboarding progress, adoption trends, and team performance.

What Success Looks Like:

A motivated, capable team that consistently delivers strong onboarding, proactive account management, improving adoption, and durable customer relationships - with measurable retention and revenue outcomes.

Candidate Requirements:

• 5+ years in Customer Success, Account Management, or related client-facing roles, including 3+ years leading teams.
• Proven record of coaching and improving the performance of CSMs and/or onboarding teams; strong people-development skills.
• Experience in multifamily PropTech, rent payments, or closely related enterprise technology.
• Demonstrated ownership of customer retention, adoption, and complex enterprise relationships.
• Strong analytical, communication, and escalation-management skills; comfortable using CRM and performance metrics.
• Ability to work a hybrid schedule with regular in-office presence at Prisma’s Alpharetta headquarters.

Preferred Experience:

• Multifamily operations, digital payments, HubSpot, and experience in a growing technology business.

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: $125,000 - $150,000 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 Commerce 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.