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Vice President of Customer Success
Posted 14 days agoViewed
💎 Seniority level: Vp, 10+ years
📍 Location: Mexico, United Arab Emirates, Brazil
🔍 Industry: Fintech, Regtech, SaaS
🏢 Company: HR Force International
⏳ Experience: 10+ years
Requirements:
- 10+ years of experience in Customer Success, Account Management, or a related role in Fintech, Regtech, or SaaS.
- Proven experience scaling customer success teams and driving retention & revenue growth.
- Strong understanding of financial services, regulatory compliance, and risk management in fintech/regtech.
- Excellent communication and stakeholder management skills, with experience handling enterprise customers.
- Data-driven mindset with experience in customer health metrics and NPS/CSAT programs.
- Experience with customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce, HubSpot).
- Strategic thinker with a passion for customer advocacy and experience in C-level relationship management.
Responsibilities:
- Oversee the Customer Success team, ensuring they are equipped, motivated, and empowered to deliver outstanding experiences that drive loyalty and retention.
- Foster strong, long-term relationships with our customers, becoming a trusted advisor and ensuring their needs are met at every stage of the journey.
- Act as a problem-solver and conflict resolution expert, navigating challenges and turning them into opportunities for growth.
- Utilize CRM tools like Salesforce and HubSpot to manage customer journeys, track satisfaction metrics, and continuously improve engagement strategies.
- Balance multiple priorities and lead a high-performing team in a fast-paced, dynamic environment, all while keeping a laser focus on results.
- Drive customer satisfaction through proactive service, constantly striving to exceed KPIs and success metrics.
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