Vice President of Customer Success

Job Description

VP of Client Success

5 days a week on site

Location: New York City office | Reports to: Chief Operating Officer

Role Overview

Seeking an experienced VP of Client Success to lead ongoing client success and production support for financial institutions using the Ninth Wave Platform. Working in partnership with Sales this leader will manage ongoing service and support communications, lead Quarterly Business Reviews (QBRs), and ensure timely, coordinated resolution of production issues.

The VP of Client Success will manage the team, processes, and metrics needed to continue to deliver consistent service, strengthen client satisfaction and retention, and support reliable platform operations. The role requires strong technical skills, clear communication, and hands-on leadership across Client Success, Production Support, Engineering, Product, and Operations. In addition to managing the team, this leader will personally investigate support tickets, analyze technical details, and work with colleagues to resolve issues.

This role is based in clients New York City office. The individual must be available 24x7, including nights, weekends, and holidays, to address production needs and coordinate client communications as needed. Client support is provided in accordance with applicable support hours and service commitments.

Responsibilities

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• Lead ongoing client success for production clients, serving as a point of contact for service and support matters and working in partnership with Sales, which retains ownership of client relationships.
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• Lead and manage the Client Success and Production Support teams, establishing clear ownership, coverage, escalation procedures, and accountability for service delivery.
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• Oversee production support in accordance with client support hours and service commitments, and serve as the point of contact for escalations when needed; coordinate investigation, resolution, and timely client updates with technical teams.
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• Personally drill down into support tickets by reviewing logs, API behavior, and data, reproducing reported issues where appropriate, and working with support and engineering teams to drive resolution.
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• Use company-approved AI tools to support ticket investigation, analyze support trends, enhance knowledge resources, and prepare client communications and QBR materials; validate outputs and follow Ninth Wave’s AI and data security policies.
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• Maintain proactive client communications regarding service performance, open issues, planned maintenance, and relevant platform changes.
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• Plan and lead Quarterly Business Reviews (QBRs) covering service performance, support trends, platform usage, client priorities, and agreed action items; track commitments through completion.
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• Own production support metrics and reporting, including ticket volume, severity, backlog aging, response and resolution times, SLA performance, repeat incidents, and client satisfaction.
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• Use support data and client feedback to identify recurring issues, prioritize improvements, and reduce preventable incidents and unnecessary escalations.
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• Ensure incidents requiring root cause analysis receive documented findings, corrective actions, and appropriate follow-up with clients and internal stakeholders.
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• Work with Engineering, Product, Infrastructure, and Information Security to resolve issues and advocate for client needs and service improvements.
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• Coordinate the handoff from onboarding and delivery teams to ongoing support, confirming support readiness, documentation, and clear ownership of outstanding items.
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• Further enhance and maintain support procedures, knowledge resources, and client education materials that improve consistency and enable effective troubleshooting.
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• Monitor client satisfaction and engagement, and partner with Sales and leadership on renewals and expansion opportunities.
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Required Qualifications

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• 10+ years of relevant experience in client success, technical support, production support, or related roles in enterprise software or financial technology, including leadership of client-facing teams.
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• Demonstrated experience managing production support operations, incident response, escalations, and client communications in a live production environment.
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• Experience supporting financial institutions and managing relationships with both business and technical stakeholders.
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• Strong hands-on technical skills to investigate and troubleshoot support tickets, including analyzing application logs, API requests and responses, JSON payloads, and relevant data to identify the source of issues. Working knowledge of API integrations, cloud-hosted platforms, and authentication concepts such as OAuth 2.0.
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• Practical experience using AI tools in technical support or client success, with the ability to integrate AI into daily work and validate outputs for accuracy and suitability.
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• Experience defining and managing support SLAs, operational dashboards, production support metrics, and improvement plans.
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• Experience leading QBRs and presenting service performance, trends, risks, and recommendations to senior client stakeholders.
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• Excellent written, verbal, and presentation skills, with sound judgment and a calm, decisive approach to high-pressure situations.
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• Ability to develop teams and scale service processes in a growth-stage company while maintaining accountability and consistent execution.
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• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent relevant work experience.
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• Ability to work in client New York City office and availability 24x7 to support production needs, escalations, and related client communications as needed.
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• Availability to travel up to 25% within the United States.
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Preferred Qualifications

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• Knowledge of open banking and financial data standards, including FDX and OFX.
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• Experience with AWS or other cloud platforms, SQL, monitoring tools, and ticketing systems such as Jira.
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• Familiarity with Java-based applications, Docker, and cloud architecture.
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• Experience using support and client data to inform product priorities and improve the client experience.
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