Manager, Customer Success (Financial/Legal Services)

TL;DR

Manager, Customer Success (Financial/Legal Services): Leading a specialized team supporting corporate staffing for independent directors and trustees with an accent on service delivery and operational performance. Focus on driving product adoption, managing renewals, and optimizing KPI-driven customer satisfaction.

Location: Hybrid (Tues-Thurs onsite) in Wilmington, DE, USA

Salary: $98,500 - $172,700 USD

Company

A global professional information services company providing critical governance and compliance solutions.

What you will do

• Manage a team of Customer Success professionals to align daily activities with departmental goals.
• Oversee the end-to-end execution of independent director, trustee, and agency appointments.
• Establish and track KPIs to monitor and improve customer satisfaction and operational performance.
• Handle escalated customer issues and foster long-term customer relationships.
• Manage renewal processes to ensure high customer retention.
• Collaborate with Sales, Service, and Legal teams to optimize the overall client experience.

Requirements

• Must be based in or able to work hybridly (Tues-Thurs onsite) in Wilmington, DE.
• Bachelor’s degree or equivalent experience.
• 5–7+ years of experience in customer success, corporate services, or financial/legal services operations.
• Proven ability to manage complex, detail-oriented service delivery in a regulated environment.
• Strong analytical, organizational, and problem-solving skills.

Nice to have

• 2+ years of people leadership experience.
• Knowledge of independent director, trustee, or agency appointment processes.
• Familiarity with KPI development, capacity modeling, and process optimization.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision plans.
• Retirement savings via 401(k).
• Financial benefits including FSA/HSA and Commuter Benefits.
• Professional development through a Tuition Assistance Plan.
• Paid time off including Vacation, Sick Time, and Paid Parental Leave.

Hiring process

• Interviews conducted without AI tools or external prompts to ensure authenticity.
• Requirement to remove virtual backgrounds during virtual interviews.
• In-person interviews as part of the final recruitment process.