Title: Director, Customer Success

Location: Remote

Reporting Structure: Sr. Director, Customer Success

Company Description

Our client is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The client team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Our client eliminates the need for high-interest payday loans or employer-funded cash advances.

How They Get Things Done: 

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. They consider these values non-negotiable, especially when it comes to our hiring process. 

• Humility: They believe in the power of humility. They value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
• Grit: They admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. They take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
• Raising the Bar: Continuous improvement is at the heart of our culture. They are committed to setting high standards and pushing ourselves to exceed them. They seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
• Striving for Growth: They foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. They support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.

Responsibilities

The Director of Customer Success is a strategic, revenue-minded leader responsible for driving retention, growth, and exceptional customer experiences across Our client’s Managed Service, Enterprise, and Core segments. This leader ensures every employer partner is delighted throughout their journey—from onboarding through adoption, optimization, and long-term value realization.

Our client already has established programs for onboarding, activation, adoption, retention, expansion, and referrals. The Director will evolve, optimize, and scale these programs with stronger analytics, greater operational rigor, and increased revenue impact.

This role oversees both Onboarding Managers—who deliver complex, high-accuracy launches within Managed Service and Enterprise—and Customer Success Managers responsible for growth across their assigned portfolios, including adoption, expansion, retention, and referral generation.

Is this you?

Leadership & Strategy

• Own customer outcomes across Managed Service, Enterprise, and Core segments, elevating delight, retention, and revenue performance. 
• Lead, coach, and scale a high-performing Customer Success organization spanning onboarding, adoption, retention, expansion, and referrals. 
• Advance and refine existing operational frameworks—KPIs, segmentation, playbooks, forecasting, and health scoring. 
• Collaborate closely with Sales, Product, Operations, Finance, and Support to reduce friction and deliver a seamless customer journey.

Customer Outcomes & Growth (CSM-Led Managed Service & Enterprise)

The Director oversees the Customer Success Managers (CSMs) responsible for driving growth, retention, and value across their portfolios. This includes the day-to-day execution of expansion, referral generation, and retention strategies.

• Adoption - Drive increased employee activation and utilization by ensuring employers and onsite champions fully understand and promote Our client’s value. Guide CSMs in delivering targeted playbooks that improve registration, first transfer conversion, and sustained employee usage. Use data to identify adoption gaps, surface coaching opportunities, and implement strategies that improve revenue per live user and long-term value realization.

• Retention - Strengthen established retention program through proactive health monitoring, risk forecasting, and Our client champion leverage. Use customer partnerships, data, usage trends, sentiment signals, and competitive insights to anticipate, prevent and resolve churn risk. Maintain strong CSAT, NPS, and overall customer satisfaction metrics across all segments.

• Expansion - Evolve expansion engine to grow ARR via increased employee adoption, Express placements, cross-segment expansions, and program extensions. Use data to identify expansion opportunities, model revenue impact, and guide strategy. Partner with Sales and RevOps to ensure accurate forecasting and coordinated expansion motions.

• Referrals - Strengthen existing referral motion, increasing consistency in capturing, tracking, and converting employer-driven referrals. Partner with Marketing and Sales to scale referral-driven pipeline generation.

Onboarding (Managed Service & Enterprise)

• Lead the Onboarding Managers responsible for high-complexity customer launches, including payroll mapping, data validation, configuration, testing, and controlled rollouts.
• Improve and refine existing onboarding frameworks to deliver fast, accurate, highly delightful go-live experiences.
• Advance onboarding automation and friction reduction in partnership with Product & Engineering.

Operational Excellence

• Evolve and optimize playbooks across onboarding, adoption, retention, expansion, and referrals.
• Strengthen forecasting accuracy, dashboard insights, and health scoring models.
• Improve cross-functional operating rhythms with Product, Support, Ops, RevOps, and Finance.
• Continuously refine processes to shorten time-to-launch, improve adoption, and maximize customer value and revenue impact.

Preferred Qualifications

Experience

• 8–12+ years in Customer Success, Account Management, or post-sales leadership roles.
• Experience operating in high-growth SaaS or fintech environments (Series B–C preferred).
• Proven success evolving, not just building, scalable CS programs in fast-growth organizations.
• Demonstrated success working across Managed Service, Enterprise, and Core segments.
• Experience leading functions supporting complex, technical configurations through to the finish line. 

Skills (Must-Haves)

• Proven track record driving Net Revenue Retention (NRR) and ARR growth, with measurable commercial impact.
• Enterprise segment expertise: demonstrated success managing, growing, and retaining Enterprise accounts with complex requirements and multi-stakeholder environments.
• Exceptionally data-oriented: strong analytical rigor; fluent in KPIs, dashboards, health scoring, forecasting, segmentation, and revenue modeling.
• Strong commercial instincts with the ability to translate customer behavior and usage patterns into revenue outcomes.
• Ability to optimize existing programs to improve retention, expansion, and referral-led pipeline generation.
• Excellent communicator with strong cross-functional influence across Product, Sales, Operations, Finance, and Support.
• Process-driven operator with experience scaling systems, teams, and workflows.
• High leadership EQ with the ability to coach, develop, and motivate high-performing teams.
• Thrives in fast-paced, resource-constrained, Series B–C startup environments.

#Perks

• Competitive base
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match

$190K + 15% Bonus + Equity. The actual base salary will depend on numerous factors such as: location, experience, training, knowledge. and skills. The client reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.

At this time, the client does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.

[IF REMOTE] This is a remote-friendly role. Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI.

Equal Employment Opportunity Policy

Our client provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.