Sr Director, Customer Success - Financial Services

SAS • Cary, NC

1d • Hybrid

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 role 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 experiences for customers and partners. It also serves as an executive partner to strategic financial services customers, ensuring SAS solutions and services deliver meaningful, measurable business outcomes.

The position is based in a hybrid/remote arrangement, with locations listed as Cary, North Carolina; New York City; or the East Coast. Applicants must be legally authorized to work in the United States and must not require employment visa sponsorship now or in the future.

Requirements

• Bachelor’s or Master’s degree, preferably in Business, Marketing, Computer Science or a related field.
• Typically 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, with 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 employment visa sponsorship now or in the future.
• Equivalent combinations of related education, training and experience may be considered.

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 financial year-end; identify retention risks and oversee mitigation plans.
• Build trusted relationships with senior customer stakeholders and engage strategic clients to understand priorities and strengthen long-term partnerships.
• Partner with Sales, Engineering, Technical Support, Product Management and other cross-functional leaders to improve customer outcomes and deliver 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 that 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 and an employer contribution.
• Free onsite health care center for employees and family members enrolled in the PPO plan; pharmacy services are available, including prescription shipping at no additional charge.
• Industry-leading 401(k) plan.
• Tuition Assistance Program and programs and resources to support development.
• Vacation time, paid holidays and a U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Childcare benefits for all full-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior