Senior Director of Customer Success

Quantifind•Charlotte, NC

12d•$185,000 - $215,000•Hybrid

About The Position

Quantifind is seeking to fill a Senior Director role on our Customer Success team. The Senior Director will collaborate with Delivery to streamline implementation-to-success handoffs and proactively identify issues affecting long-term customer health. You will also work closely with product to bring structured customer feedback and market intelligence into Product and help understand customer priorities, pain points, and business outcomes. You will partner across the organization to drive success: collaborating with Sales to facilitate prospect transitions, strategic account planning, and improved handoffs; working with Support and Engineering to establish effective escalation processes, advocate for customers, and integrate technical issues into health planning; and engaging with Partnerships to manage joint customers and identify opportunities for increased value and expansion.

Requirements

7+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing leadership function.
3+ years leading Customer Success teams in an enterprise B2B SaaS environment.
Demonstrated experience managing strategic enterprise and/or financial services customers.
Strong background in financial services, RegTech, and AML/KYC technology within highly regulated sectors like banks and asset managers, with deep familiarity in enterprise risk and financial crime workflows.
Proven track record of improving retention, expansion, and NRR.
Experience building or scaling Customer Success organizations.
Strong executive presence and communication skills.
Demonstrated ability to lead cross-functional initiatives across Sales, Product, Engineering, and Delivery.
Strong commercial orientation and understanding of recurring revenue businesses.
Exceptional organizational, analytical, and problem-solving skills.
Ability to operate effectively in a fast-paced, high-growth environment.

Nice To Haves

Experience managing public sector customers is desirable.
Experience with Customer Advisory Boards, executive governance programs, or similar strategic customer initiatives, preferred
Experience with Salesforce and customer success platforms, preferred
Experience managing a globally distributed Customer Success organization, preferred

Responsibilities

Lead the Customer Success Organization: As the leader of Quantifind's Customer Success organization, you will coach and develop a high-performing team responsible for account ownership, customer governance, and executive engagement. You will drive retention, renewal, and expansion revenue while establishing early-warning indicators to mitigate customer risk. In this role, you will build a scalable operating model and work cross-functionally across Delivery, Product, Sales, Support, Engineering, and Partnerships to maximize customer value and ensure long-term client success.
Drive Retention, Expansion & Revenue: Drive revenue growth and customer health by managing renewal, retention, and expansion objectives. This involves developing strategic account plans, identifying cross-sell opportunities with Sales and Partnerships, building forecasting and health monitoring processes, and proactively mitigating customer risk.
Build a Scalable Customer Success Operating Model: Create and refine a scalable Customer Success operating model by standardizing the customer lifecycle—from onboarding to renewal and expansion—while establishing robust governance, such as QBR/EBRs, and effective escalation processes to balance strategic engagement with operational efficiency.