Director of Customer Success
Core
Lead and scale the Customer Success function for a B2B payments platform, driving onboarding, activation, and retention for businesses using automated billing and collections.
Role type
Director of Customer Success (B2B SaaS)
Builds
Customer success processes, strategies, and a high-performing team for a payments platform.
Domain
B2B Payments / Fintech
Required skills
B2B SaaS customer success leadership, strategy development, onboarding and account management, stakeholder management, data analytics, team building and mentoring, process design, executive communication, project management, HubSpot, Excel
Preferred skills
Fintech experience, management consulting, sales engineering, post-sales technical support
Technologies
HubSpot, Excel
Responsibilities
Lead and scale the CS function across the full customer journey; Develop and execute a comprehensive CS strategy; Own and evolve onboarding, account management, and support processes; Build deep relationships with executive stakeholders; Define and track KPIs for customer health and team effectiveness; Own systems and tooling for CS; Build and maintain a robust knowledge base; Collaborate with product, sales, R&D, and marketing; Hire, mentor, and grow a high-performing CS team.
Seniority
Director, hands-on IC with team leadership
