Director, Customer Success - SF

Job Title: Director, Customer Success
Job ID: 83435
Location: San Francisco, California


Overview:
As Director, Customer Success, you will manage a team that owns strategic and enterprise customer relationships, a leader in the FinTech and RegTech space. Reporting to the Head of Customer Success, you will lead, build, and train a team of Customer Success Managers in a high-growth enterprise environment. You will be responsible for ensuring the Customer Success Team reaches management-set goals and works cross-functionally with the team to drive customer solutions. In this role, you will manage a team that strengthens our relationships with enterprise and mid-market customers, drives growth, and focuses on proactive customer engagement strategies. You will serve as a customer champion and change leader, demonstrating excellent communication skills while fostering a collaborative spirit within the team.


What you will be doing:

• Recruit, lead, and inspire a high-performance team to achieve customer goals and objectives
• Own and drive customer success strategy for engaging with the world's top finance and regulated companies
• Develop and drive strategic best practices for customer success and engagement
• Build strategies to drive adoption, retention, and expansion with our largest customers
• Work with executive stakeholders on both customer and internal sides; demonstrate cross-functional leadership
• Actively engage with customers throughout the relationship lifecycle
• Act as a point of escalation for customers and internal stakeholders with complex problem-solving, advise on complex cases, and attend client calls
• Develop a strong rapport with the internal stakeholders to promote service improvements and prioritize new feature enhancements based on customer needs
• Report on and own KPIs for strategic and enterprise customers
• Own commercial strategy for Enterprise portfolio; facilitate complex contract negotiations and renewal processes

• Minimum 10 years of experience in SaaS Customer Success and/or customer-facing roles
• 8+ years of management experience for mid-to-large size teams
• Experience in complex contractual negotiations with solid understanding of customer expansion
• Strong leader and motivator with a track record of exceptional performance
• Goal-oriented self-starter demonstrating strong organization, attention to detail, creativity, resourcefulness, and leadership
• Strong ability to manage multiple cross-functional projects involving customers, processes, and systems simultaneously
• Professional business manner with the ability to establish relationships with executive stakeholders
• Outstanding communication and organizational skills with strong attention to detail
• Excellent listening and interpersonal skills
• Highly motivated and energetic, with strong analytical and problem-solving skills
• Strong work ethic with the ability to multitask and prioritize in a fast-paced environment
• Compliance/finance industry knowledge or management consulting experience is a plus