4 дня назад
VP, Customer Success
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
VP, Customer Success (FinTech/HRTech): Leading Tapcheck’s post-sale organization across Customer Support, Onboarding, Customer Success, Account Management, and Payment Operations with an accent on retention, expansion, high-volume support, and revenue accountability. Focus on building proactive risk and growth playbooks, scaling support through AI and automation, and developing managers across SMB, Mid-Market, and Enterprise segments.
Location: Remote - United States; ideally based in AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, VA, WA, or WI. Candidates must already have the right to work in the United States without current or future employment-based visa sponsorship.
Company
provides an app-based earned wage access platform that helps employees transfer earned wages to their bank account or pay card before payday.
What you will do
- Own the company-wide Customer Success strategy across Support, Onboarding, Customer Success, Account Management, and Payment Operations.
- Audit the current state of each function and set priorities, operating rhythms, metrics, and early-warning systems across SMB, Mid-Market, and Enterprise segments.
- Build the Account Management function, including segmentation, expansion playbooks, revenue targets, and proactive retention motions.
- Set the strategy for a high-volume support organization approaching 40,000 tickets per month, including workforce planning and AI and automation initiatives.
- Oversee technical onboarding, post-launch servicing, payment operations priorities, repayments, reconciliations, and client auditing.
- Coach managers and partner with Product, Engineering, Sales, Marketing, and Finance to connect customer data, product quality, staffing, and revenue outcomes.
Requirements
- 12+ years of post-sale leadership experience, including 5+ years in senior leadership and ownership of a multi-function customer organization at VP level.
- Experience owning both operational Customer Success and commercial outcomes such as churn, retention, and expansion revenue.
- Experience leading high-volume support organizations handling tens of thousands of tickets per month, including workforce planning and BPO or offshore operations.
- Experience building retention systems, early-warning signals, save motions, proactive playbooks, and Customer Success functions during growth phases.
- Experience managing managers and developing leaders while remaining hands-on with executive customer relationships and save conversations.
- Must already have United States work authorization; employment-based visa sponsorship is not available.
Nice to have
- Experience in FinTech, payments, earned wage access, HRTech, or another regulated, high-growth environment.
- Experience with B2B2C customer models, AI or support automation, and segmented account models from SMB through Enterprise.
- Experience with Salesforce, Zendesk, and data or BI tooling.
Culture & Benefits
- Remote-friendly work environment with a mission focused on financial wellness and reducing reliance on payday loans.
- Flexible PTO with no accrual caps.
- 10 paid holidays, including Christmas Eve and New Year's Eve.
- Medical, dental, vision, HSA, FSA, life and AD&D coverage, and an Employee Assistance Program.
- 401(k) with a 100% match up to 3% of salary, eligible after 90 days.
- Culture centered on humility, grit, continuous improvement, and professional growth.
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