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Role Description

The Director of Customer Success leads a high-performing organization that drives value realization, retention, and expansion across customers. This executive owns the end-to-end post-sales customer lifecycle—from onboarding through to renewal—ensuring operational excellence and measurable ROI aligned to vertical specific priorities (e.g., risk & compliance, operational efficiency, customer experience, and data security).

You will build the vertical strategy for a portfolio of complex enterprise accounts, partnering cross-functionally with Sales, Operations, Product, Customer Care, and Marketing to deliver exceptional customer outcomes and sustainable revenue growth.

While the role is 100% remote there will be up to 25% travel as needed for client needs. Individual must be located in the United States.

Responsibilities:

• Strategy & Leadership
  • Define and execute the vertical CS strategy, segmented by sub-vertical and customer tier
  • Build, scale, and mentor a diverse team of Customer Success Managers and Directors
  • Establish a value framework with finance-relevant KPIs, outcome maps, and executive communications (QBRs)
  • Own the renewal and net retention for your customer base (clear rules of engagement and forecast accountability)
• Customer Outcomes & Advocacy
  • Ensure successful onboarding and time-to-value with robust project governance for complex, multi-stakeholder programs
  • Drive QBR cadence with key stakeholders; communicate value tied to business cases and regulatory imperatives
  • Drive adoption, maturity, and expansion through structured success plans, territory maps and executive sponsorship programs
  • Build customer advocacy (references, case studies, advisory boards) aligned to the finance ecosystem
• Cross-Functional Partnerships
  • Partner with Product on voice-of-customer, roadmap validation, beta programs, and finance-grade features (security, reporting, controls)
  • Partner with Implementation teams for onboarding, reduce time-to-value, and ensure high-quality project delivery
  • Align with Sales teams on expansion strategies, whitespace analysis, commercial alignment, and account plans
  • Collaborate with Support and Engineering on incident management, major incident communications, and reliability narratives
• Operational Excellence
  • Design and operationalize a CS operating model: segmentation, coverage, health scoring, success planning, QBR templates, renewals forecast, and escalation paths
  • Own CS budget, capacity planning, hiring plan, and productivity benchmarks

Qualifications

• Bachelor's Degree or equivalent (MBA optional but preferred)
• 3+ years of related experience in Account Management
• 2+ Years of organizational leadership experience
• 5+ years of experience managing accounts valued at over $500k (significant company experience managing complex, high-value accounts)
• Ability to manage and lead during times of change and organizational transformation
• Understanding how to work growth businesses in a competitive environment
• Excellent tactical execution skills
• Strong sense of process and the ability to innovate on process tools and conventions
• Ability to craft detailed, well-written communications and proposals
• Maintain a high emphasis on teamwork, collaboration, and process innovation
• Ability to influence others through strong verbal and written communication
• Strategic mindset: self-directed, organized, analytical, and have excellent problem analysis/problem-solving skills
• Ability to build relationships, communicate effectively throughout an organization, influence, negotiate, and establish mutually agreeable expectations
• Diligent, resourceful, versatile, and able to multitask

Benefits

• Ability to work remotely with occasional business travel
• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
• Access to tech and growth opportunities, and leaders who want you to succeed!