USA, Remote

Director, Customer Success

To apply, email careers@tyfone.com with the job title as the subject line.

About the role:

The Director of Customer Success is responsible for leading and developing a high-performing Customer Success team. This role will play a critical part in ensuring customer satisfaction, driving customer adoption and retention, and maximizing customer lifetime value. The ideal candidate will have a deep understanding of the Fintech industry, a proven track record of success in customer-facing roles, and strong leadership and communication skills.

Role & Responsibilities (including but not limited to):

Team Leadership & Development:

  • Lead, mentor, and coach a team of Customer Success Managers.
  • Hire, train, and onboard new team members.
  • Establish clear performance expectations, goals, and career development paths.
  • Foster a positive and collaborative team environment.
  • Customer Relationship Management:
    • Build and maintain strong relationships with key customer stakeholders.
    • Proactively identify and address customer needs and concerns.
    • Conduct regular customer business reviews to assess customer satisfaction and identify.

Areas for Improvement:

  • Ensure timely and effective resolution of customer issues.
  • Customer Onboarding & Adoption:
    •  Develop and implement successful customer onboarding programs.
    • Drive customer adoption of key product features and functionalities.
    • Collaborate with Product, Engineering, and Sales teams to improve the customer experience.

Customer Retention & Expansion:

  • Identify and mitigate customer churn risks.
  • Drive customer renewals and expansions.
  • Identify and pursue upsell and cross-sell opportunities.
  • Data Analysis & Reporting:
    • Track key customer success metrics (e.g., customer satisfaction, customer churn, customer lifetime value).
    • Analyze customer data to identify trends and insights.
    • Generate regular reports on customer health and performance.

Process Improvement:

  • Continuously improve customer success processes and workflows.
  • Implement best practices in customer relationship management.
  • Leverage technology and automation to improve effi ciency and effectiveness.

Qualifications & Skills:

  • 7+ years of experience in Customer Success, Account Management, or a related field.
  • Extensive experience in the Fintech industry is a MUST.
  • Proven experience leading and managing high-performing teams.
  • Technical Skills:
    • Proficiency in Salesforce, Wrike, Jira, or other similar project management and CRM platforms.
    • Strong understanding of Fintech core systems and integration partners.
    • Experience with data analysis and reporting tools.
  • Skills & Attributes:
    • Exceptional leadership, communication, and interpersonal skills.
    • Strong problem-solving and analytical skills.
    • Excellent project management and organizational skills.
    • Ability to build and maintain strong relationships with customers and internal stakeholders.
    • Results-oriented with a strong work ethic.
    • An obsession for customer success and exceeding customer expectations.

To apply, email careers@tyfone.com with the job title as the subject line.

2025-02-03T15:36:23-08:00
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