Director, Customer Success

Vanilla Technologies

4d • Remote

About The Position

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. You are a natural builder and collaborator, highly experienced in all things customer success, and ready to build stronger operations to help your team scale to meet the growing needs of a fast-paced and maturing customer base. You are not afraid to get into the details and are willing to dive into operational processes, build out workflows, design experiences, and uncover data trends yourself. Your goal is to drive customer retention, expansion, and advocacy by delivering a best-in-class customer experience.

Requirements

• 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.

Nice To Haves

• 3+ years in financial services or wealth management preferred, with a strong understanding of industry-specific client needs.

Responsibilities

• 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.

Benefits

• Flexible paid time off policy
• 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
• Budget for home office setup
• Paid parking or transit for hybrid and in office employees

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed