Director, Product & Customer Success

Job Description

Director, Product & Customer Success

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Fully Remote (Eastern or Central Time Zones preferred)

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Peregrin Services, a leader in business process automation for the financial services industry, is seeking a strategic, hands-on, and customer-focused Director, Product & Customer Success to lead our Product Management and Customer Success functions while helping identify opportunities for continued growth.

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At Peregrin, we've been transforming the way lenders manage debt and customer service since 2000. From collections and recoveries to IVR solutions and system integrations, we develop smart, scalable technology that supports credit card issuers and other lenders nationwide.

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This role is ideal for a player-coach who loves both building and doing . You'll help shape product strategy, turn customer and market feedback into new opportunities, strengthen key customer relationships, and lead a small team while building the processes and capabilities needed to support Peregrin's future growth.

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What You'll Do:

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❖ Lead Peregrin’s product strategy, roadmap, and prioritization process, identifying opportunities for new products, services, and enhancements.

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❖ Gather customer and market feedback, identify unmet needs, and translate insights into product, service, and growth opportunities.

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❖ Build and strengthen key customer relationships, ensuring a strong customer experience while identifying opportunities to expand existing partnerships.

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❖ Partner closely with Technology to translate customer and business needs into clear product requirements, priorities, and solutions.

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❖ Lead, coach, and develop the Product and Customer Support teams while remaining hands-on and actively involved in day-to-day execution.

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❖ Build scalable Product and Customer Success processes and help identify future team, resource, and capability needs as Peregrin grows.

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❖ Partner with the CEO on select business development opportunities, customer presentations, demonstrations, and strategic relationship initiatives.

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❖ Collaborate across Product, Technology, Operations, and leadership to ensure priorities align with customer needs and business objectives.

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What You'll Bring:

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❖ 8+ years of progressive experience across Product Management, Customer Success, customer-facing technology, or related functions.

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❖ Strong Product Management/Product Strategy experience, including gathering customer needs, prioritizing opportunities, and shaping product roadmaps.

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❖ Proven ability to build strong customer relationships and translate customer and market needs into product, service, and growth opportunities .

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❖ A true player-coach mindset , with the ability to balance strategic leadership, hands-on execution, and development of a small team.

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❖ Experience partnering with Technology or Engineering to develop and deliver customer-facing solutions.

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❖ Strong business judgment, communication, and problem-solving skills, with the ability to thrive in a growing, evolving organization .

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Bonus Points For:

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❖ Experience within financial services, banking, lending, fintech, regtech, credit counseling, SaaS, or another regulated industry .

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❖ Experience combining Product Management with Customer Success or strategic customer relationship responsibilities .

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❖ Experience identifying and developing new products or services based on customer and market insights.

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❖ Experience expanding existing customer relationships through additional products, services, or solutions.

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❖ Experience building or improving Product Management or Customer Success processes within a smaller or growing organization.

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❖ Experience hiring, developing, or leading Product and Customer Success/Support professionals.

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❖ Experience supporting complex B2B customer relationships.

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Base Salary Range:

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$150,000 - $170,000 , based on background and experience.

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Additional performance-based incentive opportunities may be available based on customer expansion, business growth, and other performance objectives.

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Ready to Help Shape What's Next at Peregrin?

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If you're a hands-on Product and Customer Success leader who enjoys building, problem-solving, and staying close to both customers and execution, we'd love to hear from you.

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#hiring #ProductManagement #CustomerSuccess #ProductStrategy #ProductLeadership #CustomerExperience #Fintech #FinancialServices #SaaS #Banking #RemoteJobs #ProductInnovation #B2B #PeregrinServices

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Gallagher's HR & Organizational effectiveness team provides expert guidance and hands-on support in HR, Recruiting, and Payroll to help organizations stay focused on achieving their strategic business goals.