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.