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  • Fintech > Director of Customer Success

Fintech Jobs

We are looking for a Director of Customer Success to lead our fast-growing customer success team. The primary objective of this role will be to drive our company’s growth through renewals and expansion. They will accomplish this through building and managing a high-performance customer success team, creating and improving internal processes, and leading the team toward driving value for customers. Our ideal candidate will be flexible and agile in responding to evolving business priorities and possess a strong leadership presence with the ability to inspire and motivate teams to achieve results. 

Typical Duties and Responsibilities

  • Set the overall vision and strategic plan for customer interactions, focusing on driving product adoption and growth through gross renewals and net retention improvements
  • Drive customer outcomes, product adoption, and customer experience
  • Reduce churn and drive new business growth through greater advocacy and reference ability 
  • Expand our revenue in accounts through new sales and up-sell opportunities
  • Build, lead, and coach the customer success team and foster collaboration across departments
  • Track performance of customer success teams and the individuals on them
  • Develop company-wide customer success processes
  • Build strong relationships with clients to understand their needs and ensure their success
  • Serve as the primary point of contact between clients and the rest of our team
  • Manage the client onboarding process, including training of clients, digitizing initial documents, and assisting with end user registrations
  • Provide education to clients on new features and updates 
  • Support customers through issues and identify short-term solutions when necessary 
  • Monitor and manage the support email and phone
  • Develop and maintain technical and business knowledge of industry trends

Education

  • Bachelor’s degree in business, marketing, or a related field

Required Skills and Experience

  • 5+ years of experience in customer success or support with a software or financial services company 
  • Experience leading customer success or sales teams 
  • Experience driving new and expansion sales and leveraging customer success best practices, ideally in an SaaS or financial services environment
  • Experience developing strategies and translating them into initiatives
  • Experience in process development and improvement
  • Experience creating data-driven reports
  • Knowledge of subscription and renewal models
  • Knowledge of business development 
  • Excellent written and verbal communication skills
  • Strong analytical thinking and problem solving skills 

Preferred Qualifications

  • Master’s degree in business, marketing, or a related field
  • Knowledge of IT and/or finance