Vice President of Customer Success

MCO•,

27d•Hybrid

About The Position

MCO is seeking a Vice President of Customer Success to manage its largest global enterprise clients, including global banks, asset managers, and investment banks. The role owns relationships with the company’s most significant customers and is accountable for helping them achieve measurable business outcomes that support retention, growth, and advocacy. The position combines executive relationship-building with attention to account details and serves as the executive face of MCO for these strategic customers. The Vice President will lead a dedicated team of Strategic Customer Success Managers and develop the governance programs, engagement models, and playbooks that support long-term customer partnerships and expansion. The role reports directly to the Chief Customer Officer and works closely with Sales, Product, Support, Services, and Engineering. The position is based in the Metropolitan New York area preferred, with a hybrid work arrangement, and requires travel to customers, conferences, and MCO offices.

Requirements

10+ years in Customer Success, Account Management, Professional Services, or a related customer-facing leadership role.
Demonstrated success managing strategic, high-value enterprise accounts and owning their retention, renewals, and growth.
Credibility with executive stakeholders in large, complex, regulated organizations.
Strong commercial acumen in recurring-revenue businesses.
Willingness to engage with clients in person.

Nice To Haves

Background in RegTech, FinTech, compliance technology, risk management, or governance SaaS.
Experience supporting complex banks, wealth managers, asset managers, hedge funds, insurers, or capital markets firms.
Global experience is desirable but not required.
Knowledge of regulatory compliance, conduct risk, employee compliance, surveillance, or governance programs.
Based in the Metropolitan New York area is preferred.

Responsibilities

Refine and execute the enterprise strategy for MCO’s largest accounts, including engagement models, account plans, expansion plans, executive sponsors, and clear success criteria.
Lead a dedicated team of Strategic Customer Success Managers and foster a culture focused on business outcomes and long-term partnerships.
Own renewal and retention performance, including retention and account health, for Platinum accounts.
Partner with the sales organization on cross-sell and multi-product growth within each account.
Build trusted relationships with C-suite executives, including Chief Compliance Officers, Chief Operating Officers, Chief Risk Officers, and other senior business leaders.
Lead executive business reviews and strategic governance programs for each customer.
Serve as the escalation point for critical matters and coordinate Product, Support, Services, and Engineering to resolve them.
Demonstrate measurable value from each customer’s investment in MCO.
Represent customers’ needs and priorities across the company as the voice of the customer.
Recruit, coach, and retain top Customer Success Managers.
Travel to customer locations, conferences, and MCO offices.