Director of Customer Success Management

• Build, lead, and mentor a high-performing team of Customer Success Managers.
• Execute the Customer Success strategy aligned with company goals.
• Establish and execute on playbooks for customer onboarding, adoption, renewals, and expansions.
• Oversee the customer lifecycle across mid-market and enterprise accounts, ensuring retention, growth, and long-term advocacy.
• Partner with Sales, Product, and Support to deliver seamless experiences.
• Conduct executive business reviews and act as an escalation point for key customers.
• Drive renewal strategy and expansion opportunities in collaboration with Sales.
• Own customer health metrics and forecast churn and renewal risk.
• Align CSM efforts with revenue goals, including upsell and cross-sell initiatives.
• Implement systems, KPIs, and analytics to measure customer health and team performance.
• Unblock customer issues and drive QBR’s and expansion efforts.
• Optimize processes and tools to scale Customer Success efficiently.

• 7+ years of experience in Customer Success, Account Management, or related functions within B2B SaaS or fintech.
• 3+ years of people management, successfully building and scaling success or post sales functions.
• Track record of driving measurable improvements in usage, customer retention, expansion, and satisfaction.
• Ability to execute in a high-growth environment with relationship-building skills, presentation skills, and excellent communication.
• Experience working with mid-market and enterprise accounts ($100K+ ARR).
• Background in fintech, lending, payroll, or data APIs strongly preferred.
• Bachelor’s degree in Business, Engineering, or a related field.

Pay range: $150K - $190K

• Fully remote
• Competitive salary and equity package
• Health, dental, and vision insurance
• 401(k)
• Flexible time off
• Work with cutting-edge technology and innovative customers
• Opportunity to shape the future of financial data access