Vanilla Technologies - Director, Customer Success
Requirements
• 8+ years in Customer Success, Account Management, or similar SaaS roles, including 5+ years building and scaling high-performing CS teams at high-growth startups across both Pooled and Named segments. • Strong command of CS metrics including NPS, churn, LTV, and customer health, with a data-driven approach to analyzing customer data and delivering measurable improvements. • Demonstrated ability to manage relationships with enterprise-level customers and C-suite executives. • Hands-on experience with Customer Success platforms such as Gainsight or ChurnZero and CRM tools such as Salesforce. • Exceptional communication, presentation, and stakeholder management skills with a proven ability to influence cross-functional teams. • 3+ years in financial services or wealth management preferred, with a strong understanding of industry-specific client needs. • The salary range for this role is $160,000 to $185,000. Our compensation packages also include a performance based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.
Responsibilities
• Build strategic, trust-based relationships with key customer stakeholders to drive loyalty, advocacy, and long-term partnerships. • Hire, mentor, and scale a team of Customer Success Managers across Pooled and Named segments, ensuring each receives the appropriate level of engagement and strategic support. • Design and implement scalable operational frameworks and SOPs tailored to both segments, continuously identifying gaps and bottlenecks in the customer journey. • Develop and execute strategies to grow retention, reduce churn through proactive at-risk identification and early intervention, and capitalize on upsell and cross-sell opportunities. • Partner with the customer onboarding team to ensure customers quickly realize value and maintain high engagement throughout their lifecycle. • Act as a key voice in shaping the company's overall customer success strategy and providing thought leadership to enhance Customer Success at scale. • Define, track, and report key Customer Success metrics including NPS, churn, customer health scores, and time to value to the executive leadership team. • Collaborate closely with Product, Sales, and Marketing to align on customer needs, integrate feedback into product development, and ensure a cohesive experience from pre-sales through adoption and beyond.
Benefits
• Flexible paid time off policy and 10 company-wide paid holidays • Parental leave, 6 weeks for all full-time employees and up to 14 weeks for birthing parents • Medical, dental, and vision benefits coverage for employees and their families • 401K eligibility after one month of employment • Free estate planning documents • Budget for learning & development and home office setup • Paid parking or transit for hybrid and in office employees
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