Offer summary

Qualifications:

10+ years of experience in Customer Success, Account Management, or a related role in Fintech, Regtech, or SaaS., Proven experience in 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..

Key responsabilities:

Oversee the Customer Success team, ensuring they are equipped and motivated to deliver outstanding experiences.

Foster strong, long-term relationships with customers, acting as a trusted advisor throughout their journey.

Utilize CRM tools to manage customer journeys, track satisfaction metrics, and improve engagement strategies.

Drive customer satisfaction through proactive service, striving to exceed KPIs and success metrics.

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.

Required profile