Vice President of Customer Success

Job Description

Are you a passionate leader with a talent for turning great customer experiences into lasting partnerships? We’re looking for a VP of Customer Success to lead and inspire a team dedicated to exceeding customer expectations, ensuring seamless interactions, and driving long-term success. If you thrive in fast-paced environments, excel in building meaningful relationships, and are results-driven, we want you to be the cornerstone of our customer success strategy.

What You'll Do:

• Lead with Impact: Oversee the Customer Success team, ensuring they are equipped, motivated, and empowered to deliver outstanding experiences that drive loyalty and retention.
• Cultivate Relationships: Foster strong, long-term relationships with our customers, becoming a trusted advisor and ensuring their needs are met at every stage of the journey.
• Solve & Support: Act as a problem-solver and conflict resolution expert, navigating challenges and turning them into opportunities for growth.
• Engage & Delight: Utilize CRM tools like Salesforce and HubSpot to manage customer journeys, track satisfaction metrics, and continuously improve engagement strategies.
• Multitask & Manage: Balance multiple priorities and lead a high-performing team in a fast-paced, dynamic environment, all while keeping a laser focus on results.
• Deliver Results: Drive customer satisfaction through proactive service, constantly striving to exceed KPIs and success metrics.

Requirements

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.

Preferred Qualifications:

• Experience working in a fast-paced, high-growth fintech or regtech startup.
• Knowledge of compliance, KYC/AML, fraud prevention, and regulatory frameworks.
• MBA or relevant advanced degree is a plus.