Sr Director, Customer Success - Financial Services

SAS•Cary HQ, NC

About The Position

The Senior Director, Customer Success – Financial Services leads customer success strategy and execution for the Americas financial services business. This highly visible leadership role is responsible for building an operating model that strengthens customer adoption, value realization, retention, and growth. The position leads and develops a high-performing customer success organization and partners with Sales, Engineering, Technical Support, Product Management, and other teams to provide consistent, scalable customer and partner experiences. It also serves as an executive partner to strategic financial services customers, helping ensure SAS solutions and services deliver meaningful, measurable business outcomes. The role defines and executes the regional customer success vision, strategy, and operating model in alignment with company priorities and global practices. It leads initiatives across adoption, retention, renewals, expansion, and premium services, and establishes dashboards, metrics, and operating reviews to support visibility and continuous improvement. The position is hybrid or remote, with locations listed in Cary, North Carolina, New York City, or the East Coast.

Requirements

Bachelor’s or master’s degree, preferably in Business, Marketing, Computer Science, or a related field.
Typically requires 15 years of experience in customer or business-partner relationship management, or in sales or marketing of software, hardware, related training products, and/or services.
Nine years of leadership experience, including five years in a formal regional management role.
Demonstrated success leading and evolving a customer success function within a global enterprise software organization.
Experience leading customer success teams in a complex SaaS, web-based services, or cloud technology environment.
Proven ability to design and implement complex, cross-organizational programs that improve operational effectiveness and customer outcomes.
Strong analytical capability, including experience using reporting tools, dashboards, and customer success metrics to inform decisions.
Strong business acumen and understanding of the financial services industry and its evolving business and technology priorities.
Executive-level communication and presentation skills, including the ability to translate complex information into clear recommendations and actions.
Applicants must be legally authorized to work in the United States and must not require current or future employment visa sponsorship.

Nice To Haves

Equivalent combinations of related education, training, and experience may be considered in place of the stated qualifications.

Responsibilities

Define and execute the regional customer success vision, strategy, and operating model in alignment with company priorities and global customer success practices.
Lead initiatives to increase customer adoption, value realization, retention, renewals, and expansion across the financial services portfolio.
Forecast Likely Finishes for months, quarters, and fiscal year-end; identify retention risks and oversee mitigation plans.
Build trusted relationships with senior customer stakeholders and engage strategic clients to understand their priorities and strengthen long-term partnerships.
Partner with Sales, Engineering, Technical Support, Product Management, and other cross-functional leaders to improve customer outcomes and provide a consistent end-to-end experience.
Lead, develop, and scale a high-performing customer success organization of CSMs and Renewal Specialists by attracting talent, building leadership capability, and fostering an accountable, customer-first culture.
Expand premium service offerings and identify opportunities to deliver differentiated customer value and sustainable revenue growth.
Establish dashboards, metrics, and operating reviews to provide visibility into customer health, business outcomes, and opportunities for continuous improvement.

Benefits

Comprehensive medical, prescription, dental, and vision plans.
PPO medical plan option with a low annual deductible and copays.
HDHP medical plan option combined with a health savings account, including a contribution from SAS.
Free onsite health care center for employees and family members enrolled in the PPO plan.
Pharmacy with prescription shipping at no additional charge.
Industry-leading 401(k) plan.
Tuition Assistance Program and programs and resources to support development.
Vacation time and a variety of paid holidays.
U.S. Winter Wellness Break between December 25 and January 1.
Volunteer Time Off.
Parental leave.
Unlimited paid sick days.
Childcare benefits for all full-time employees.