Head of Customer Success

Head of Customer Success About the Company Growing financial technology company serving banks, credit unions, and commercial lending organizations across North America. Industry Computer Software Type Privately Held About the Role The Company is seeking a Head of Customer Success with a unique and demanding set of responsibilities. This role is pivotal as the company focuses on customer retention, expansion revenue, and long-term value. The successful candidate will not only be a trusted advisor to financial institution executives but will also be responsible for building and leading a world-class Customer Success function. This includes owning customer retention, expansion revenue, and strategic account management, as well as partnering with various internal teams to ensure customers achieve measurable business outcomes. The Head of Customer Success will be at the forefront of the company's growth, with a direct line to the CEO, and will have the opportunity to define the customer success operating model for the future. The ideal candidate will have a background in commercial banking and lending, with a deep understanding of commercial lending operations. They should have a proven track record of managing and growing strategic customer relationships, experience in leadership roles, and strong business acumen. While not mandatory, experience in customer success, strategic account management, or related leadership roles is highly preferred. The role requires a candidate who is banker-credible, commercially minded, strategic, a process builder, relationship-driven, and collaborative. The Head of Customer Success will be expected to establish a formal customer success operating model, implement various processes, and improve customer retention and expansion performance within the first 12 months. Hiring Manager Title CEO Travel Percent Less than 10% Functions Account Management/Optimization