Role Purpose

The Senior Director, Strategic Care is responsible for the end-to-end servicing and experience of our most valuable B2B clients — merchants and partners — across all products, regions, and time zones.

This leader will build and lead the Strategic Care organization, ensuring that high-value clients receive differentiated, white-glove service, proactive issue ownership, and exceptional responsiveness, aligned with Paysafe’s Customer Service Vision.

The Senior Director will act as the executive voice of our top-tier clients, ensuring their needs are heard, their issues are resolved, and their loyalty is strengthened — while driving continuous improvement, efficiency, and growth across the business.

 

Key Responsibilities

1. Leadership & Strategy

• Define and execute the Strategic Care vision and operating model for high-value B2B customers (merchants, partners, and strategic accounts).


• Develop and maintain differentiated SLAs, escalation models, and engagement protocols tailored to client value and complexity.


• Build and lead a global Strategic Care organization, ensuring consistent quality and coverage across all time zones and product lines.


• Translate the Customer Service Vision  into an actionable high-value client servicing roadmap — balancing excellence with efficiency.

2. Operational Excellence

• Oversee day-to-day service operations for high-value clients, ensuring rapid response, accountability, and end-to-end issue resolution.


• Embed 360° ownership principles — every case has a clear owner, and no issue falls through the cracks.


• Monitor performance against differentiated KPIs and SLAs (rSAT, FCR, resolution time, retention).


• Champion automation and AI capabilities to improve efficiency while preserving a human-led, premium experience.

3. Client Engagement

• Serve as an executive escalation point for major clients — not hesitating to personally connect with large partners when needed to maintain trust and resolve complex issues.


• Partner closely with Sales, Account Management, and Customer Success to ensure service excellence directly supports revenue growth and retention.


• Develop structured client feedback loops and use insights to drive product, policy, and process improvements across the organization.

4. Cross-Functional Collaboration

• Act as a bridge between Customer Service, Sales, Product, Engineering, and Operations to remove friction, enhance resolution speed, and improve customer experience.


• Represent high-value clients in internal governance forums, influencing product roadmaps and policy design.


• Ensure voice-of-customer insights from Strategic Care inform continuous improvement across the enterprise.

5. Transformation & Growth

• Drive a culture of continuous improvement and accountability within the Strategic Care team.


• Identify opportunities for business growth through service differentiation — using the organization’s proximity to key clients to uncover retention and upsell potential.


• Lead initiatives to bring high-value servicing in-house while maintaining cost efficiency through automation and smart routing.


• Build Strategic Care into a competitive differentiator and a trusted partner to the business.

 

Leadership Profile

 

Competency	Description
Strategic Vision	Can translate customer strategy into a scalable, global service model.
Customer Obsession	Naturally leans into client relationships, understands the stakes, and protects trust.
Executive Presence	Comfortable engaging directly with C-level clients and internal leadership.
Operational Mastery	Deep experience in service delivery, escalation management, and process improvement.
Influence & Collaboration	Works cross-functionally to remove barriers and align priorities.
Change Leadership	Drives transformation through data, empathy, and clarity of direction.
Growth Mindset	Sees service excellence as a path to commercial value and brand differentiation.

 

Qualifications & Experience

• 12+ years of experience in Customer Service, Account Management, or Operations, with at least 5 years in a global or regional leadership role.


• Proven success leading high-value or strategic account servicing organizations, preferably in payments, B2B technology, SaaS, or platform industries.


• Demonstrated ability to build and scale global teams across time zones.


• Strong record of executive client interaction and cross-functional influence.


• Experience in service transformation, automation, and AI-enablement a strong plus.


• Exceptional communication, negotiation, and stakeholder management skills.