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 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.

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 ecosystem—including acquiring, processing, terminals, gateways, and omnichannel commerce—who 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 Verifone’s 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 Verifone’s 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 Verifone’s 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.