Director, Customer Success (FinBiz)

TL;DR

Director, Customer Success (FinBiz Vertical): Lead post-sales customer lifecycle for complex enterprise accounts in finance vertical with an accent on value realization, retention, expansion, and ROI alignment to risk, compliance, and efficiency priorities. Focus on building vertical strategy, mentoring CS teams, driving QBRs, adoption plans, and cross-functional partnerships for sustainable revenue growth.

Location: 100% remote, must be located in the United States, up to 25% travel.

Salary: $120-130K base annually.

Company

Leading provider of mission-critical background screening solutions to Fortune 100 and Global 500 brands, undergoing technology transformation.

What you will do

• Define and execute vertical CS strategy segmented by sub-vertical and customer tier.
• Build, scale, and mentor a team of Customer Success Managers and Directors.
• Establish value framework with KPIs, outcome maps, and QBRs; own renewals and net retention.
• Drive onboarding, time-to-value, adoption, maturity, expansion, and customer advocacy.
• Partner cross-functionally with Sales, Product, Operations, Implementation, Support, and Engineering.
• Design CS operating model including segmentation, health scoring, success planning, and escalations; manage budget and capacity.

Requirements

• Must be located in the United States.
• Bachelor's Degree or equivalent (MBA preferred).
• 3+ years in Account Management; 2+ years organizational leadership.
• 5+ years managing accounts valued over $500k.
• Strong leadership in change, strategic mindset, process innovation, communication, and relationship-building skills.

Nice to have

• MBA.

Culture & Benefits

• Remote work with occasional travel.
• Medical, Vision, Dental, supplementary benefits.
• 401k with employer match, ESPP.
• Competitive PTO and 9 paid holidays.
• Tech and growth opportunities.
• Values: Honesty, respect, client-first, innovation, teamwork.