Website Red Oak Compliance
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
To apply for this job email your details to matthew@sci-intl.com