Head of Customer Success

Empowered Staffing is partnered with a high-growth Fintech (B2B Software) company that’s revolutionizing online banking services for nonprofit organizations around the country. They are seeking a dynamic, results-driven Head of Customer Success to establish, build, design, lead and scale their customer success and wider post-sale functions. This role will focus on product-led initiatives to maximize usage and wallet share, ensure watertight client retention, consistent customer satisfaction, and identification of growth opportunities through upsell, cross-sell, and expansion strategies. The ideal candidate will have experience in fintech, SaaS, or related industries, and possess a strong track record of driving customer success teams to achieve business growth. Strong preference for candidates with experience in usage-based business models. Key Responsibilities: Customer Success Leadership: Hire, manage, mentor, and scale the CS team to ensure top-tier management for our clients. Develop and implement strategies to drive customer satisfaction, retention, and growth. Ensure smooth onboarding and adoption processes to drive engagement and early-stage success with new customers. Set and monitor key performance indicators (KPIs) for customer success, including churn rates, net revenue retention, customer satisfaction (CSAT), NPS, and expansion revenue. Act as the escalation point for critical issues, ensuring timely and effective resolution. Regularly report on team performance, customer success initiatives, and account health to senior leadership. Expansion & Growth Strategy: Identify and execute upsell and cross-sell opportunities within existing accounts. Identify key expansion opportunities based on customer feedback, usage data and market trends Develop programs to identify accounts at risk of churn, proactively addressing issues and facilitating account growth. Work directly with customers to understand their evolving needs and tailor solutions that expand their platform use. Create tailored success plans for high-value clients to ensure continuous growth and alignment with business goals. Customer Advocacy: Serve as the voice of the customer within the organization, providing feedback to the Product, Engineering, Compliance, and Marketing teams to shape future product developments and improve customer experience. Champion customer success stories and leverage testimonials and case studies to support marketing and sales efforts Experience: Minimum 7 years of experience in customer success, account management, or similar roles, with at least 2 years in a leadership role. Proven track record of driving customer retention, expansion, and growth in fintech, SaaS, or related industries with usage-based business models. Experience in managing upsell and cross-sell initiatives, with a clear understanding of sales and revenue operations, and managing, meeting and exceeding quotas and goals. Education: Bachelor’s degree in Business, Finance, or a related field (MBA or relevant advanced degree preferred). Skills: Strong leadership skills with the ability to inspire and manage high-performing teams. Deep understanding of customer lifecycle management and customer success metrics in businesses with both SaaS and transactional revenue streams Experience in informing product messaging, marketing and design to maximize customer usage based on revenue generating behavior Exceptional communication and interpersonal skills, with the ability to influence and build relationships with stakeholders at all levels. Analytical mindset with the ability to leverage data to inform decisions and strategies. Nice to have: Familiarity with CRM tools (e.g., Salesforce and Hubspot), customer success platforms, and other software used to manage accounts and track customer health e.g. intercom. Benefits Competitive base salary commensurate with experience, meaningful equity in the business and generous commission package Hybrid work Generous vacation policy, 401(k) and health insurance policies + perks A challenge and an opportunity to build something new every day with an awesome team

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