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