- Company Name
- 9fin
- Job Title
- Customer Success Director
- Job Description
-
**Job Title**
Customer Success Director
**Role Summary**
Lead the global Customer Success function for a rapidly growing fintech, building a world‑class CS framework aligned with commercial strategy. Shape vision, scale a high‑performing multinational team, and deliver data‑driven, proactive client experiences that drive adoption, retention, and expansion.
**Expectations**
- Define and deliver the long‑term CS strategy and operating model.
- Design and enforce KPI‑driven performance metrics and reporting.
- Own revenue protection and growth through customer health and usage.
- Build and mentor a global CS organization (US, EU, product lines).
- Collaborate tightly with Account Management, Product, Sales, and Operations.
- Provide executive visibility on CS health and impact.
**Key Responsibilities**
- **Leadership & Team Development** – Recruit, onboard, train, and develop CS managers and staff; set hiring criteria and scalable onboarding programs.
- **Strategy & Framework Design** – Create vision, roadmap, and standardized processes for onboarding, adoption, success planning, and lifecycle management.
- **Commercial Impact** – Partner with AM leaders to align CS initiatives with retention, expansion, and ROI goals; develop usage‑based growth strategies.
- **Cross‑Functional Collaboration** – Serve as customer advocate for Product, Engineering, Operations, and Marketing; translate insights into roadmap priorities.
- **Operational Excellence** – Implement tooling, automation, and governance for CRM, playbooks, performance dashboards, and client communications.
- **Feedback Loops** – Establish continuous improvement cycles to enhance the customer experience.
**Required Skills**
- 6+ years in Customer Success, Account Management, or related leadership within Capital Markets, Enterprise B2B SaaS, or Financial Data.
- Proven experience building, scaling, or transforming CS/AM functions, managing multi‑regional teams, and owning performance metrics.
- Deep knowledge of global financial markets and credibility with buyside, sellside, and advisory clients.
- Demonstrated success driving retention, usage growth, and expansion (ideally managing a book ≈$3 M+).
- Expertise in KPI design, dashboards, and usage‑driven strategy implementation.
- Strong people‑management skills: coaching, inspiring, and developing high‑performance teams.
- Excellent written and verbal communication; ability to influence senior stakeholders.
- Prioritization and execution discipline in a fast‑paced environment.
**Required Education & Certifications**
- Bachelor’s degree in Business, Finance, Computer Science, or related field (or equivalent experience).
- Any relevant CS or SaaS certification (e.g., Certified Customer Success Manager, CSPO) is advantageous but not mandatory.