Vp Customer Success (Fintech)

TL;DR

VP Customer Success (Fintech): Overseeing regional customers across all segments and products, scaling a world-class HCM & payroll Customer Success team, and partnering with global Services, Operations, Customer Experience, and Customer Growth teams with an accent on driving customer value and optimizing operational excellence. Focus on innovating with AI to serve the US market and optimizing the HCM, payroll, Ben-Admin, and Finance platform.

Location: Must reside in one of the following states: CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA. Note: Must be located in the New York Metro Area and willing to work in the NYC office 2-3 days a week (Tuesday - Thursday).

Salary: $212,000 - $280,000 per year.

Company

hirify.global helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent.

What you will do

• Own the Americas book of business end to end, focusing on customer retention and satisfaction through adoption.
• Build the Americas CS strategy and lead the local CS leadership team.
• Take an active part in CS strategy and company customer centricity as a member of the global CS executive leadership team.
• Lead a world-class regional Customer Success Management team of ~15 bobbers, and act as regional lead for Customer Success in the Americas, including support for Professional Services and Customer Experience team members (~30 bobbers).
• Serve as executive sponsor for key accounts and handle escalations.
• Partner with the Americas AM leader to strategize around customer expansion, maximizing value and engagement, with clear targets on CSQLs to drive NDR up and to the right.

Requirements

• Customer success executive experience: Lead and strategize customer success in a fast-growing scale-up that services mid-market to sub-enterprise clients.
• Team leadership: Scale a high-performing team and establish efficient processes in an inclusive, positive culture.
• Extensive CoreHR knowledge (and/or Finance): A strong understanding of HCM and/or Finance processes, the economic buyer, and decision-maker personas.
• Problem-solving skills: Identify and resolve complex issues, including discrepancies, errors, and employee inquiries, implementing solutions.
• Communication and collaboration: Strong interpersonal and communication skills to effectively collaborate with other departments, such as Product and Sales, and regions.
• Continuous improvement mindset: A proactive approach to identify opportunities for process improvement and implementing best practices. Experience in implementing automation tools, streamlining processes, and enhancing payroll efficiency.

Nice to have

• Hands on AI Experience: You have spent time to build your own agent, reimagined CS leveraging AI and maximizing human connectivity and have proven experience using AI in your current role.

Culture & Benefits

• Stock options at a high-growth unicorn startup.
• 100% subsidized medical, dental, and vision coverage for employees.
• 401(k) with a 3% company match starting from Day 1.
• Hybrid working model for bobbers in the NY metro area.
• Work from home allowance to set up your home office.
• Temporary remote work-from-anywhere in the world for up to 2 months after 6 months of employment.