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.
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