Director of Customer Success & Implementation

About the Role

We’re looking for a proven, hands-on leader to build, scale, and lead our Customer Success Implementation organization - comprising Solution Engineering, Launch, Project Management, and Professional Services.

This role is responsible for driving scalable process execution, as well as technical and operational excellence across the partner journey - from initial solution design and onboarding through to go-live and ongoing optimization. You’ll ensure every partner has a seamless path to launch, scale, and succeed on NMI’s payment platform.

Reporting directly to the VP of Global Enterprise Sales Partner Experience, you’ll lead a global team that bridges commercial, technical, and operational functions - working in close partnership with Sales, Support, Partner Success, Product, and Engineering to deliver a world-class partner experience that accelerates business growth.

What You’ll Do

Build Scale a World-Class Function

• Design and grow the Customer Success Implementation organization, setting the structure, playbooks, and operating rhythms needed to scale efficiently across regions and segments.
• Recruit, develop, and inspire top talent across Solution Engineering, Project Management, Launch, and Professional Services.
• Establish a culture of technical excellence, ownership, and accountability, underpinned by continuous improvement and measurable partner impact.

Drive Technical Delivery Partner Success

• Oversee solution design, onboarding, and go-live execution for new partners, ensuring seamless integrations, predictable timelines, and frictionless adoption.
• Embed strong project management discipline and cross-functional collaboration to accelerate time-to-live and partner time-to-revenue.
• Ensure partners experience a high-touch, consultative journey - one that simplifies technical complexity and sets them up for long-term success at scale.

Enable Continuous Feedback Improvement

• Operate a closed-loop feedback mechanism between partners and internal teams to identify product gaps, friction points, and opportunities for improvement.
• Translate partner needs into actionable insights for Product and Engineering, ensuring partner experience drives roadmap prioritization and solution evolution.
• Partner with Support and Partner Success teams to strengthen post-launch adoption and engagement.

Align to Revenue Growth Outcomes

• Partner with Sales leadership to align pre-sales solutioning with downstream implementation success, enabling faster go-live and higher retention.
• Drive measurable improvements in activation rates, onboarding time, partner satisfaction (NPS/CSAT), and attach-driven revenue outcomes.
• Support strategic partner and customer projects, providing technical and operational expertise to unlock growth and scale efficiently.

Establish Process, Rigor Data-Led Decisions

• Define, implement, and continuously refine methodologies, tools, and KPIs that measure onboarding speed, delivery quality, and partner impact.
• Leverage data and insights to optimize internal workflows, forecast resourcing needs, and identify opportunities for automation and efficiency.
• Ensure consistent excellence and repeatability across all projects and partner interactions.

What You’ll Bring

Experience Expertise

• 10+ years of experience in Customer Success, Solutions Engineering, Professional Services, or Technical Implementation, with at least 5 years in leadership roles.
• Proven success scaling global, multi-disciplinary technical organizations and driving meaningful operational and revenue outcomes.
• Deep understanding of complex B2B or SaaS environments - ideally in fintech, payments, or infrastructure-based businesses.

Leadership Team Development

• Strong people leadership skills with experience managing large, distributed teams.
• Track record of hiring, mentoring, and developing high-performing, cross-functional technical talent.
• Passion for building collaborative, inclusive teams with a focus on growth and accountability.

Strategic Operational Mindset

• Ability to design and implement scalable, data-driven frameworks that deliver consistent execution and measurable results.
• Strong analytical and commercial acumen - able to connect technical delivery to business outcomes and partner success metrics.
• Adept at balancing strategic planning with hands-on operational execution.

Collaboration Communication

• Excellent communicator with experience engaging C-level partners and internal executives.
• Skilled at influencing cross-functionally to align teams around shared objectives.
• Collaborative, adaptable, and outcome-oriented mindset - always anchored on improving the partner experience.

Why Join NMI

At NMI, every transaction, every partner, and every experience matters. This is a rare opportunity to build and lead a cornerstone function during a pivotal phase of growth - shaping how thousands of partners onboard, launch, and scale globally on our platform.

You’ll join a team passionate about innovation, collaboration, and technical excellence - and have the autonomy to create the playbook that defines what “world-class” means in payments onboarding and partner success.

We Offer:

• A remote first culture!
• Competitive salary + sales commission plans
• Flex PTO
• Health, Dental and Vision Insurance
• 13 Paid Holidays
• Company volunteer days

Do you feel like you have a slightly out of the ordinary career path or history? We are open to all walks of life and very willing to hear your story. Please don’t feel like this should be a barrier to securing a great career at NMI! We appreciate success can come in all shapes and sizes. Fill in the ‘Additional Info’ box on our application to tell us more about your path.

What we do!

NMI enables our partners with choice, and challenges the one-size-fits-all approach to payments. You've probably used NMI in the last 24 hours without even realizing it. We’re the platform that powers success for innovative tech created by SMBs, entrepreneurs and fintech startups. We’re creative problem solvers who help visionaries smash through boundaries and think beyond what’s possible so they can think about what’s next. But we’re not just built for the tech savvy. We democratize the latest payments technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. We’re all about enabling more payments in more ways and more places.

We believe that having a diverse group of employees strengthens both our work and our workplace. We’re focused on making NMI more diverse and welcoming with initiatives like having a dedicated Diversity, Equity Inclusion action group, diversity goals for hiring, anonymized resume screening, affinity groups such as our Women's network and LGBTQ+ Network, open forums for discussions on diversity and social justice, and measuring inclusion and belonging as part of our regular employee engagement surveys.

Equal Opportunity

NMI is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, sexual orientation or sexual identity, genetic information, citizen status (except those that do not have the legal right to be employed in the United States), disability, military service, service member, veteran status, or any other basis protected by applicable law.

Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks.

Please be aware that NMI does not operate a license for the sponsorship of those who are not already eligible to work within the US. Unfortunately, therefore we cannot process any application from individuals unable to provide documentary evidence of their eligibility to commence work in the US.