Director of Customer Success

Align Communications

11d

About The Position

Align Managed Services seeks an experienced and strategic Director of Customer Success to lead and scale our client success function across our financial services client base. This role is responsible for ensuring exceptional client experience, driving retention and expansion, and serving as a trusted advisor to senior client stakeholders. The Director of Customer Success will work closely with Client Relationship Managed Team, Service Delivery, Project Management, Security, and Executive Leadership to ensure Align consistently delivers white-glove service aligned with client business objectives. Prior experience supporting financial services, Hedge Funds, Private Equity, Venture Capital, or Alternative Investment firms is strongly preferred. This role reports directly to senior leadership within Align Managed Services and will play a key role in shaping customer engagement strategy as the firm continues to grow.

Requirements

7–10+ years of experience in a client-facing role within Managed Services, Cybersecurity, Technology Consulting, or IT Services, preferably supporting financial services firms
Demonstrated success managing complex, high-touch client relationships and executive stakeholders
Strong understanding of IT infrastructure, cloud services (Microsoft Azure), cybersecurity, and managed services delivery models
Experience leading or scaling customer success, account management, or service delivery teams
Strong knowledge of Managed Services environments; familiarity with ConnectWise or similar platforms preferred
Excellent executive-level communication, presentation, and negotiation skills
Proven ability to manage escalations calmly and professionally while maintaining client trust
Highly organized with strong attention to detail and the ability to manage multiple clients and priorities simultaneously
Strategic mindset with the ability to translate technical services into business value
Self-starter who takes ownership and drives initiatives to completion
Comfortable hosting executive meetings, QBRs, and strategic planning sessions
Willingness to be onsite with clients as needed
Strong entrepreneurial mindset and passion for delivering exceptional client experiences

Nice To Haves

Bachelor’s degree required; advanced degree a plus
Prior experience working with Financial Services, Hedge Funds, RIAs, Private Equity, or Alternative Investment Managers is strongly preferred

Responsibilities

Directly manage the Client Success Management (CSM) team, ensuring consistent execution of Align’s high-touch service model across all assigned clients
Establish and enforce a regular client engagement cadence, including scheduled check-ins, service reviews, and executive-level touchpoints
Ensure proactive, ongoing communication with clients, keeping them informed of service performance, initiatives, risks, and opportunities
Hold the CSM team accountable for delivering a white-glove client experience, maintaining strong relationships and high satisfaction levels
Design, implement, and oversee management-approved performance scorecards for the CSM team, holding the team accountable to defined KPIs, outcomes, and service standards while driving consistency and continuous improvement.
Oversee the execution of project plans across cross-functional internal delivery teams to ensure timelines, scope, and quality standards are met
Partner with Finance and internal leadership to proactively address billing issues and reduce outstanding receivables
Taking an entrepreneurial approach to innovate and enable faster delivery of solutions
Create and maintain documentation packages, securing client and internal sign-offs as required
Managing the change order process including billing inquiries
Work closely with Service Delivery, Projects, and Operations teams to ensure a seamless transition from new infrastructure implementations to business-as-usual delivery of products and services