Director, Customer Succes

Are you a strategic, customer-obsessed leader who thrives at the intersection of financial services, innovation, and enterprise customer success? We’re looking for a Director, Customer Success to lead our Finance Vertical - covering banks, insurance, payments, capital markets, and fintech.

In this role, you’ll oversee the full post‑sales customer journey, from onboarding to renewal, ensuring our clients realize measurable ROI while driving retention and expansion across a portfolio of high-value enterprise accounts. You’ll define the vertical strategy, build and scale a world-class CS organization, and partner across the business to deliver exceptional outcomes.

If you're passionate about helping financial institutions drive operational efficiency, strengthen compliance, elevate customer experience, and maximize value from technology—this role is for you.

What You’ll Lead & Deliver

Strategy & Leadership

• Build and execute a finance-vertical CS strategy across banking, insurance, and payments.
• Lead, scale, and mentor a diverse team of CS Managers.
• Establish value frameworks, finance-centric KPIs, and compelling executive communications.
• Own renewal performance and net retention across your customer portfolio.

Customer Outcomes & Advocacy

• Ensure seamless onboarding and strong time-to-value for complex, multi-stakeholder programs.
• Drive QBRs and executive engagements that connect product value to business and regulatory outcomes.
• Promote adoption, maturity, and expansion through structured success planning.
• Build customer advocacy through references, case studies, and advisory boards.

Cross-Functional Partnership

• Collaborate with Product on voice-of-customer, roadmap validation, and finance-grade features.
• Work with Implementation to shorten time-to-value and ensure flawless delivery.
• Partner with Sales on expansion strategy, account planning, and whitespace analysis.
• Align with Support and Engineering on incident management and reliability initiatives.

Operational Excellence

• Design and operationalize the CS operating model (segmentation, health scoring, QBR templates, renewals forecasting, etc.).
• Own CS budget, headcount planning, and productivity metrics.

What You Bring

Experience

• 3+ years in Account Management
• 2+ years in organizational leadership
• 5+ years managing large, complex accounts valued at $500k+

Education

• Bachelor’s degree required
• MBA preferred

Skills & Attributes

• Strong leadership in times of change
• Excellent execution skills and process innovation mindset
• Exceptional communication and proposal-writing abilities
• Ability to influence stakeholders at all levels
• Strategic, analytical, and highly organized
• Entrepreneurial mindset; thrives in dynamic environments
• Willingness to travel up to 25%

Why Join Us?

You’ll drive impact at scale—shaping how the world’s leading financial institutions unlock value, reduce risk, and transform operations. You’ll lead a high-performing team, influence product direction, and work cross-functionally with some of the brightest minds in the industry.

If you're ready to lead a critical vertical and make a measurable difference, we’d love to meet you.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.