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Senior Director, Customer Success Management (FinTech)
231 000 - 340 000CAD
Описание вакансии
Текст:
TL;DR
Senior Director, Customer Success Management (FinTech): Leading the Canadian customer success function for integrated investment management solutions with an accent on executive relationships, retention, expansion, and enterprise-scale strategy. Focus on developing customer success leaders, resolving complex escalations, analyzing health metrics and KPIs, and improving client experience across cross-functional teams.
Location: Toronto, Canada; on-site 2–3 days per week with 30–50% travel. Hybrid work model with flexible working hours.
Salary: CAD 231,000–340,000 annually in Toronto, plus an annual discretionary bonus and benefits.
Company
’s independent subsidiary SimCorp provides integrated investment management solutions for investment and asset managers and has more than 4,000 colleagues worldwide.
What you will do
- Develop and execute the Canadian customer success strategy in line with business objectives and client needs.
- Lead senior customer success managers and ensure high-quality experiences across client touchpoints.
- Build relationships with senior client executives and align solutions with evolving business goals.
- Identify expansion, upselling, and cross-selling opportunities while improving retention and satisfaction.
- Collaborate with sales, product, professional services, and support teams to resolve client challenges.
- Monitor customer health metrics, manage escalations, report on KPIs, and lead continuous improvement of processes and methodologies.
Requirements
- 15+ years of experience managing teams, with meaningful exposure to the financial sector and its clients.
- Experience with complex sales cycles, customer workflows, enterprise strategy, and business growth.
- Experience leading and developing customer success managers or other client-facing leaders.
- Strong executive presence, communication, analytical, coaching, and stakeholder management skills.
- Experience managing complex, high-level customer escalations through resolution.
- Ability to work on-site in Toronto 2–3 days per week and travel 30–50%.
Culture & Benefits
- Flexible working hours and a hybrid work model.
- Professional development with individualized growth opportunities.
- Salary, annual discretionary bonus, health and dental care, time off, and Group RRSP/TFSA.
- Equal opportunity workplace with accommodations available during the recruitment process.
Hiring process
- Applications must be submitted through the company’s career system in English.
- Applications are reviewed continuously, with an approximate CV review time of three weeks.
- AI-enabled screening and assessment tools support the process, while final applications are reviewed by trained human recruitment staff.