• Define and execute the finance-vertical CS strategy, segmented by sub-vertical (banking, insurance, payments) and customer tier (strategic, enterprise, mid-market).
• Build, scale, and mentor a diverse team of Customer Success Managers and Directors.
• Establish a value framework with finance-relevant KPIs, outcome maps, and executive communications (QBRs).
• Own the renewal and net retention for your customer base (clear rules of engagement and forecast accountability)..

Customer Outcomes & Advocacy

• Ensure successful onboarding and time-to-value with robust project governance for complex, multi-stakeholder programs.
• Drive  QBR cadence with key stakeholders; communicate value tied to business cases and regulatory imperatives.
• Drive adoption, maturity, and expansion through structured success plans, territory maps and executive sponsorship programs.
• Build customer advocacy (references, case studies, advisory boards) aligned to the finance ecosystem.

Cross-Functional Partnerships

• Partner with Product on voice-of-customer, roadmap validation, beta programs, and finance-grade features (security, reporting, controls).
• Partner with Implementation teams for onboarding, reduce time-to-value, and ensure high-quality project delivery.
• Align with Sales teams on expansion strategies, whitespace analysis, commercial alignment, and account plans.
• Collaborate with Support and Engineering on incident management, major incident communications, and reliability narratives.

Operational Excellence

• Design and operationalize a CS operating model: segmentation, coverage, health scoring, success planning, QBR templates, renewals forecast, and escalation paths.
• Own CS budget, capacity planning, hiring plan, and productivity benchmarks.

What You May Need to be Successful:

• Bachelor’s degree or equivalent work experience. MBA highly desired.
• 3+ years of related experience in Account Management
• 2+ years of organizational leadership experience
• 5+ years of experience managing accounts valued at over $500k (significant company experience managing complex, high-value accounts)
• Ability to manage and lead during times of change and organizational transformation
• Understanding how to work growth businesses in a competitive environment
• Excellent tactical execution skills
• Strong sense of process and the ability to innovate on process tools and conventions
• Ability to craft detailed, well-written communications and proposals
• Maintain a high emphasis on teamwork, collaboration, and process innovation
• Ability to influence others through strong verbal and written communication
• Strategic mindset: self-directed, organized, analytical, and have excellent problem analysis/problem-solving skills
• Ability to build relationships, communicate effectively throughout an organization, influence, negotiate, and establish mutually agreeable expectations
• Diligent, resourceful, versatile, and able to multitask
• Ability to travel at least 25%

Preferred:

• Entrepreneurial style with proven ability to thrive in a dynamic, changing environment where a critical key to success is the ability to optimize and leverage limited resources