Director of Customer Success

Director of Customer Success

Location: Remote (Eastern or Central time zone preferred)

Industry: Financial Services Technology / Compliance Software

About the Opportunity

A fast-growing compliance technology company serving regulated financial services firms is looking for a Director of Customer Success. The company’s platform helps wealth managers, asset managers, broker-dealers and other FINRA- and SEC-regulated firms manage compliance across the full lifecycle of their communications. This is a key leadership role in a growing, entrepreneurial organization, with a direct line to senior go-to-market leadership.

The Role

You will lead a team of Customer Success Managers responsible for retaining and growing client value across a book of more than 1,500 clients and $50M+ in ARR. You will set the direction for how the team engages clients, drives adoption and protects revenue. You will also work closely with Account Management, which owns renewals and expansion.

Responsibilities

• Lead, coach and develop a team of 4–5 Customer Success Managers
• Own gross revenue retention for the client base, against a target of 95%
• Build scalable processes for client engagement, onboarding, training and value realization
• Find accounts at risk early and lead retention strategies
• Pass expansion opportunities to the Account Management team and work with them on account plans
• Act as a senior escalation point for key clients
• Report on retention, engagement and team performance to senior leadership

Qualifications

• At least one year of people management experience leading Customer Success or client-facing teams
• Customer Success experience at a financial software or technology company
• Experience serving financial institutions such as wealth managers, asset managers, broker-dealers or banks
• Compliance or regulatory technology experience is a strong plus
• Thrives in a smaller, fast-moving environment where processes are still being built
• A hands-on, roll-up-your-sleeves style with a bias for action