Sr Director, Customer Success - Financial Services

Senior Director, Customer Success – Financial Services- Hybrid/Remote, Cary NC/NYC/East Coast 

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About the job

The Customer Success organization is looking for a Senior Director, Customer Success – Financial Services to lead the customer success strategy and execution for the Americas financial services business. In this highly visible leadership role, you will build a forward-looking operating model that strengthens customer adoption, value realization, retention and growth.

You will lead and develop a high-performing customer success organization while partnering with Sales, Engineering, Technical Support, Product Management and other teams to create consistent, scalable experiences for customers and partners. You will also serve as a trusted executive partner to strategic financial services customers, ensuring that SAS solutions and services deliver meaningful and measurable business outcomes. 

As a Senior Director, Customer Success – Financial Services, you will:

• Define and execute the regional customer success vision, strategy and operating model, aligned with company priorities and global customer success practices.

• Lead initiatives that increase customer adoption, value realization, retention, renewals and expansion across the financial services portfolio.

• Forecast Likely Finishes for the months, Quarters and Financial Year end, identifying retention risks and overseeing mitigation plans.

• Build trusted relationships with senior customer stakeholders, engaging directly with strategic clients to understand their priorities and strengthen long-term partnerships.

• Partner with Sales, Engineering, Technical Support, Product Management and other cross-functional leaders to improve customer outcomes and deliver a consistent end-to-end experience.

• Lead, develop and scale a high-performing customer success organization of CSMs and Renewal Specialists by attracting exceptional talent, building leadership capability and fostering an accountable, customer-first culture.

• Expand premium service offerings and identify new opportunities to deliver differentiated customer value and sustainable revenue growth.

• Establish dashboards, metrics and operating reviews that provide visibility into customer health, business outcomes and opportunities for continuous improvement.

• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do. 

Required qualifications

• Bachelor’s or Master’s degree, preferably in Business, Marketing, Computer Science or a related field.

• Typically requires fifteen years of experience in customer or business-partner relationship management, or in the sales or marketing of software, hardware, related training products and/or services.

• Nine years of leadership experience, including five years in a formal regional management role.

• Demonstrated success leading and evolving a customer success function within a global enterprise software organization.

• Experience leading customer success teams in a complex SaaS, web-based services or cloud technology environment.

• Proven ability to design and implement complex, cross-organizational programs that improve operational effectiveness and customer outcomes.

• Strong analytical capability, including experience using reporting tools, dashboards and customer success metrics to inform decisions.

• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Customer Centricity: Builds a deep understanding of customer priorities and aligns teams, services and solutions to create measurable value.

• Strategic Planning: Develops forward-looking strategies, operating models and priorities that support customer and business objectives.

• Leading Change: Creates clarity, builds commitment and guides teams and stakeholders through organizational and operational change.

• Relationship Building and Influencing: Establishes credibility with customers, executives and cross-functional partners to gain alignment and advance shared objectives.

• Talent Development: Attracts, develops and retains high-performing talent while building an inclusive, collaborative and accountable culture.

• Strong business acumen and understanding of the financial services industry and its evolving business and technology priorities.

• Executive-level communication and presentation skills, with the ability to translate complex information into clear recommendations and actions.