Director Customer Success Financial Services

You will own the strategy and execution for the APAC Customer Success organization in Financial Services. You will lead Account Managers and Customer Success Managers to improve renewals, reduce churn, expand revenue, and deepen client relationships. You will analyze product usage, develop scalable playbooks and operating practices, forecast revenue, develop talent, recruit team members, and report performance to leadership. You will partner with Sales, Product, Enablement, and Marketing, represent customer needs, and guide customer-facing initiatives.

Responsibilities

• Lead Account Managers and Customer Success Managers to exceed renewal targets and identify growth opportunities
• Partner with Account Executives to close deals
• Improve renewal rates, reduce churn, and expand revenue through client relationships and product adoption
• Analyze usage patterns and trends and execute plans to drive usage and adoption
• Build scalable playbooks, frameworks, and data-driven practices for Customer Success
• Manage revenue growth, forecasting, talent development, and customer narratives
• Coach and mentor team members on calls, best practices, and accountability
• Provide leadership with visibility into team performance
• Recruit talent for the growing team
• Collaborate with Sales to drive growth outcomes
• Represent customer needs across Product, Enablement, and Marketing initiatives

Requirements

• 10+ years of experience in sales, account management, or client success
• At least 5 years of people management experience
• Experience serving Financial Services clients
• Deep understanding of the Investment Management industry and IB, PE, HF, and AM personas
• Experience managing a team with a high velocity of renewals
• Aptitude for learning in a technical SaaS environment
• Track record of building for scale in fast-paced, high-growth environments
• Executive communication skills and ability to influence C-suite stakeholders
• Rapport-building skills
• Willingness to travel as needed