Director of Customer Success

My Secure Advantage • Remote, US,

7h • $120,000 - $140,000 • Remote

About The Position

At MSA, customer success is where our mission meets business: sponsors renew and grow with us because their people's financial lives genuinely change. We're building out our direct-employer customer success function, and we're looking for a leader to shape it for the future. This is a build role. You'll design the systems this function will run on for years: segmentation, health scoring, renewal forecasting, the whole operating model. And you’ll lead a capable team, while staying close enough to the work to carry one or two of your own strategic accounts. It's early-stage and hands-on: you'll develop more than you’re handed, and if that's the kind of work you're looking for, we'd love to meet you. We help people eradicate stress and take charge of their financial futures. And as a B2B2C financial-wellness company, we partner with employers so their employees get real, personal money coaching, grounded in empathy and behavioral science. When members engage, our partners see the results, and the relationship grows. With over three decades of experience and more than a million coaching sessions behind us, we've learned that no two financial stories are alike. And when people's financial lives get stronger, employers feel it too: better engagement, stronger retention, real ROI. Keeping and growing those employer partnerships is the heart of this role.

Requirements

• You've built a CS function before — you've designed the systems, not only run someone else's. This is the heart of the role.
• You own retention with real numbers — GRR/NRR on a genuine book, expansion you helped drive, executive business reviews you've led.
• You've led and developed CSMs — real accountability for outcomes through your team.
• You know this world — financial wellness, benefits, EAP, HR tech, or fintech B2B2C, and how HR and VP-Benefits partners think.
• 5–7 years in customer success or strategic account management, with the range to lead and the willingness to stay hands-on.

Responsibilities

• Build the operating model — segmentation, sponsor health scoring, renewal cadence, escalation routing, business reviews, and forecasting. Turn account work into a system the team can run.
• Lead the team — a capable group of CSMs and Education Engagement coordinators. Coach them toward stronger renewals and expansion; grow the function as it scales.
• Own retention and growth — gross and net revenue retention across the direct-employer book. Protect it, grow it, forecast it.
• Stay close to the accounts — personally steward one or two of our most strategic sponsors and lead challenging escalations, keeping about 1/3 of your time in the work.
• Connect engagement to ROI — tie member utilization to sponsor renewal, and turn it into the stories that make partnerships thrive.
• Represent the sponsor — bring real account insight into Product, Marketing, Coaching, and Growth.

Benefits

• $140,000 base salary plus a performance bonus tied to retention, expansion, and building the function, with meaningful upside for strong performance.
• Paid Time Off – 2 weeks of paid vacation, plus accrued sick time
• Holidays – 9 company holidays plus a floating holiday to use however you choose
• 401(k) – Company matches 50% of employee deferrals up to 8%
• Medical – Competitive medical plans with HRA funding, plus FSA and DCFSA options
• Dental & Vision – Comprehensive dental and vision coverage
• Life Insurance – Basic and voluntary life options
• Stipends – Technology and wellness stipends to support how you work and live
• Fully remote – across our nationwide footprint

What This Job Offers

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