Director of Customer Success - SWIVEL

Swivel•San Antonio, TX

31d

About The Position

SWIVEL is seeking a talented individual to lead our customer success strategy and team. This role will manage a team of Customer Success Managers and Associates and be responsible for driving client retention, engagement, and satisfaction. The Director will serve as a strategic partner to our clients, ensuring they achieve maximum value from SWIVEL products and solutions while deepening relationships and expanding product adoption. Why you'll love this role: In this role, you will be part of an organization that values you, your ideas and your contributions. You will join a great team while having the independence to perform the important responsibilities of your position. At SWIVEL, we value and encourage team members to advance, share ideas, encourage change, and develop both professionally and personally. If you are interested in joining an organization that has audacious goals, is rapidly growing and changing the face of payments, we encourage you to explore a future with SWIVEL.

Requirements

Minimum of seven (7) years in Customer Success, Account Management, or Client Services, with at least three (3) years in a leadership role.
Proven experience driving client engagement and retention strategies.
Strong relationship-building and executive communication skills.
Ability to analyze data and translate insights into actionable strategies.
Experience in SaaS or technology-driven environments preferred.
Familiarity with financial services or related industries.
Familiarity with payment solutions or financial technology platforms.
Experience working with banks, credit unions, or financial institution ecosystems.
Experience with CRM tools and customer success platforms.
Strategic thinker with a hands-on approach to execution.
Inspires and develops high-performing teams.
Champions client needs and ensures exceptional experiences.
Drives deeper client relationships and product penetration.
Aligns customer success initiatives with business goals.
Works effectively across departments and with external stakeholders.
Anticipates challenges and drives solutions proactively.

Responsibilities

Lead, mentor, and develop a high-performing Customer Success team.
Establish clear goals, KPIs, and success metrics for the team.
Foster a culture of collaboration, accountability, and continuous improvement.
Own the strategy for client retention and satisfaction across SWIVEL’s portfolio.
Develop engagement programs to strengthen relationships and increase loyalty.
Monitor client health and proactively address risks to ensure long-term success.
Drive product penetration and usage within existing accounts.
Identify opportunities for upsell and cross-sell in collaboration with Sales.
Partner with clients to align SWIVEL solutions with their strategic objectives.
Serve as an executive-level point of contact for key clients.
Conduct regular business reviews and strategic planning sessions.
Build trust-based relationships with decision-makers and stakeholders.
Examine customer journeys and identify gaps in customer-facing processes.
Develop and execute tactical plans and measure outcomes to ensure client success.
Identify and understand customer objectives and assemble SWIVEL solutions to meet their needs.
Ensure customers are successfully using our products and achieving desired outcomes.
Identify key performance indicators (KPIs) and metrics to measure team and customer performance.
Identify opportunities for client engagement and product penetration, including defining how current and prospective customers could be configured based on their needs to achieve their goals.
Act as a liaison between clients and internal teams (Product, Support, Sales).
Collaborate with internal cross functional leaders across Account Management and Sales.
Provide client feedback to influence product roadmap and service enhancements.
Ensure smooth onboarding and ongoing customer success processes.
Implement best practices for onboarding, engagement, and retention.
Track and report on client success metrics and team performance.
Ensure compliance with contractual obligations and service-level agreements.