Director, Customer Success

This is a fully remote position, open to applicants in Arizona, +17 more states.

📋 Description

• Establish strategic, trust-based relationships with essential customer stakeholders to foster loyalty, advocacy, and long-lasting partnerships.

• Recruit, mentor, and expand a team of Customer Success Managers across both Pooled and Named segments, ensuring each receives the necessary level of engagement and strategic support.

• Create and implement scalable operational frameworks and standard operating procedures (SOPs) tailored to both segments, while continuously identifying gaps and obstacles in the customer journey.

• Formulate and execute strategies aimed at increasing retention, minimizing churn through proactive identification of at-risk customers and early interventions, as well as leveraging upsell and cross-sell opportunities.

• Collaborate with the customer onboarding team to ensure that customers quickly derive value and maintain high levels of engagement throughout their lifecycle.

• Serve as a pivotal voice in shaping the company's overall customer success strategy, providing thought leadership to enhance Customer Success at scale.

• Define, monitor, and report on key Customer Success metrics such as NPS, churn, customer health scores, and time to value to the executive leadership team.

• Work closely with Product, Sales, and Marketing teams to align on customer needs, incorporate feedback into product development, and deliver a seamless experience from pre-sales through adoption and beyond.

⛳️ Requirements

• A minimum of 8 years in Customer Success, Account Management, or related SaaS roles, including over 5 years of experience in building and scaling high-performing Customer Success teams at rapidly growing startups across both Pooled and Named segments.

• Strong proficiency in Customer Success metrics such as NPS, churn, LTV, and customer health, employing a data-driven methodology to analyze customer data and achieve measurable improvements.

• Proven ability to manage relationships with enterprise-level customers and C-suite executives.

• Practical experience with Customer Success platforms like Gainsight or ChurnZero, as well as CRM tools such as Salesforce.

• Outstanding communication, presentation, and stakeholder management skills with a demonstrated ability to influence cross-functional teams.

• At least 3 years of experience in the financial services or wealth management sector preferred, with a solid understanding of industry-specific client needs.

🏝️ Benefits

• Flexible paid time off policy and 10 company-wide paid holidays.

• Parental leave of 6 weeks for all full-time employees and up to 14 weeks for birthing parents.

• Medical, dental, and vision coverage for employees and their families.

• 401K eligibility after one month of employment.

• Complimentary estate planning documents.

• Budget allocated for learning & development and home office setup.

• Paid parking or transit for hybrid and in-office employees.