A rapidly growing B2B SaaS company in the fintech space is seeking an experienced Director of Customer Success to lead and scale its customer organization. With strong backing from leading investors and significant recent growth, this is a unique opportunity to shape the customer journey at a company transforming how businesses manage financial operations.

This role reports directly to the COO and will be responsible for the entire post-sales journey—from onboarding through activation, engagement, and long-term retention. We’re looking for a hands-on leader who brings structure, empathy, strategic thinking, and data-driven execution.

Responsibilities

• Own the end-to-end Customer Success function, including onboarding, adoption, support, and retention.
• Build and lead a high-performing CS team while continuing to manage key accounts personally.
• Design and implement scalable CS strategies, playbooks, and processes aligned with customer outcomes.
• Cultivate deep, trusted relationships with customers at all levels, serving as a strategic advisor.
• Define and track key KPIs (health scores, NPS, churn, etc.) and drive data-informed improvements.
• Lead systems and tooling efforts for CS, including support platforms and reporting infrastructure.
• Maintain a robust internal and external knowledge base to empower both customers and the CS team.
• Collaborate cross-functionally with product, sales, R&D, and marketing to be the voice of the customer.
• Create compelling customer stories, case studies, and feedback loops to inform roadmap decisions.
• Represent the CS organization in strategic planning and leadership forums.



Requirements

• 6+ years of Customer Success experience in B2B SaaS; at least 3+ years managing CS leaders.
• Proven success building and scaling CS teams and processes from scratch in high-growth environments.
• Deep understanding of the entire customer lifecycle and how to drive value at each stage.
• Exceptional relationship management skills, including with executive stakeholders.
• Analytical, structured, and metrics-driven; adept at turning insights into action.
• Skilled in project and time management; able to juggle multiple high-impact initiatives.
• Experience with support and CS tools (e.g., HubSpot, ticketing systems, dashboards).
• Strong communicator and presenter, capable of leading customer calls, QBRs, and workshops.
• Background in accounting/finance is strongly preferred (MBA or Bachelor’s degree in a related field, or 2+ years of hands-on managerial experience).
• Player-coach mentality with a collaborative, low-ego, high-ownership mindset.