Sr. Director Customer Success (Finance)

TL;DR

Sr. Director Customer Success (Finance Vertical): Leads high-performing team driving value realization, retention, and expansion for banks, insurance, payments, capital markets, and fintech customers with an accent on finance-specific priorities like risk & compliance, operational efficiency, and data security. Focus on building vertical strategy, operational excellence, cross-functional partnerships, and sustainable revenue growth.

Location: Remote; individual must reside and be authorized to work in the United Kingdom

Company

Leading provider of global software and data in HR technology, powering background screening, identity solutions, and verification services for Fortune 100 and Global 500 brands.

What you will do

• Define and execute finance-vertical CS strategy, segmented by sub-verticals and customer tiers.
• Build, scale, and mentor team of Customer Success Managers and Directors.
• Establish value framework with finance-relevant KPIs, QBRs, and own renewals/net retention.
• Drive onboarding, adoption, expansion, and customer advocacy through success plans and executive sponsorship.
• Partner cross-functionally with Sales, Product, Operations, and Support for exceptional outcomes.
• Design CS operating model including health scoring, success planning, and escalation paths.

Requirements

• Must reside and be authorized to work in the United Kingdom
• Bachelor's degree or equivalent; MBA highly desired.
• 3+ years in Account Management; 2+ years organizational leadership.
• 5+ years managing complex, high-value accounts over $500k.
• Strategic mindset, strong communication, process innovation, and ability to travel 25%.
• Experience in growth businesses, change management, and cross-functional influence.

Nice to have

• Entrepreneurial style thriving in dynamic environments with limited resources.

Culture & Benefits

• Health & Wellbeing: Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme.
• Financial: Pension with employer contribution, Life Assurance, Financial/Legal Helpline.
• Leave: PTO holidays, Enhanced Maternity Leave, Sick Pay.
• Development: Mentoring, SOAR Manager Programme, Annual Performance Reviews.
• Technology transformation with agile teams and scalable solutions.