[Hiring] Director, Customer Success @Vanilla Technologies

Role Description

As the Director of Customer Success, you will be responsible for driving the long-term success and satisfaction of our customers. Reporting to the CCO, you will lead and scale a high-performing team of Customer Success Managers across both our Pooled and Named segments, and work cross-functionally to ensure a seamless customer journey.

• Build strategic, trust-based relationships with key customer stakeholders to drive loyalty, advocacy, and long-term partnerships.
• Hire, mentor, and scale a team of Customer Success Managers across Pooled and Named segments, ensuring each receives the appropriate level of engagement and strategic support.
• Design and implement scalable operational frameworks and SOPs tailored to both segments, continuously identifying gaps and bottlenecks in the customer journey.
• Develop and execute strategies to grow retention, reduce churn through proactive at-risk identification and early intervention, and capitalize on upsell and cross-sell opportunities.
• Partner with the customer onboarding team to ensure customers quickly realize value and maintain high engagement throughout their lifecycle.
• Act as a key voice in shaping the company's overall customer success strategy and providing thought leadership to enhance Customer Success at scale.
• Define, track, and report key Customer Success metrics including NPS, churn, customer health scores, and time to value to the executive leadership team.
• Collaborate closely with Product, Sales, and Marketing to align on customer needs, integrate feedback into product development, and ensure a cohesive experience from pre-sales through adoption and beyond.

Qualifications

• 8+ years in Customer Success, Account Management, or similar SaaS roles, including 5+ years building and scaling high-performing CS teams at high-growth startups across both Pooled and Named segments.
• Strong command of CS metrics including NPS, churn, LTV, and customer health, with a data-driven approach to analyzing customer data and delivering measurable improvements.
• Demonstrated ability to manage relationships with enterprise-level customers and C-suite executives.
• Hands-on experience with Customer Success platforms such as Gainsight or ChurnZero and CRM tools such as Salesforce.
• Exceptional communication, presentation, and stakeholder management skills with a proven ability to influence cross-functional teams.
• 3+ years in financial services or wealth management preferred, with a strong understanding of industry-specific client needs.

Requirements

• This role is a remote position, you must be based out of one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington.

Benefits

• Flexible paid time off policy and 10 company-wide paid holidays.
• Parental leave, 6 weeks for all full-time employees and up to 14 weeks for birthing parents.
• Medical, dental, and vision benefits coverage for employees and their families.
• 401K eligibility after one month of employment.
• Free estate planning documents.
• Budget for learning & development and home office setup.
• Paid parking or transit for hybrid and in-office employees.