Director, Customer Success
New
V
Vanilla TechnologiesWealth Management SaaS
You must be based out of one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or WashingtonFull-TimeDirector
Salary160,000 - 185,000 USD per year
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Job Details
- Experience
- 8+ years in Customer Success, Account Management, or similar SaaS roles, including 5+ years building and scaling high-performing CS teams
- Required Skills
- SalesforceAccount ManagementCustomer SuccessSaaS
Requirements
- 8+ years in Customer Success, Account Management, or similar SaaS roles.
- 5+ years building and scaling high-performing CS teams at high-growth startups.
- Experience with both Pooled and Named segments.
- Strong command of CS metrics including NPS, churn, LTV, and customer health.
- Demonstrated ability to manage relationships with enterprise-level customers and C-suite executives.
- Hands-on experience with Customer Success platforms (Gainsight or ChurnZero).
- Hands-on experience with CRM tools (Salesforce).
- Exceptional communication, presentation, and stakeholder management skills.
- Ability to influence cross-functional teams.
- 3+ years in financial services or wealth management preferred.
Responsibilities
- Build strategic, trust-based relationships with key customer stakeholders.
- Hire, mentor, and scale a team of Customer Success Managers across Pooled and Named segments.
- Design and implement scalable operational frameworks and SOPs.
- Develop and execute strategies to grow retention, reduce churn, and capitalize on upsell/cross-sell opportunities.
- Partner with the customer onboarding team to ensure value realization.
- Act as a key voice in shaping company customer success strategy.
- Define, track, and report key Customer Success metrics to executive leadership.
- Collaborate with Product, Sales, and Marketing to ensure a cohesive customer experience.
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