VP of Client Success
Selby Jennings
VP of Client Success - New York City | On-site 5 Days per Week A high-growth financial technology company is seeking a hands-on leader to oversee Client Success and Production Support for their SaaS platform used by financial institutions. This is not a traditional relationship management role. The successful candidate will lead client-facing support efforts, manage escalations, partner closely with Product and Engineering, and personally investigate complex client issues. You will manage a small support team, lead Quarterly Business Reviews, and ensure production issues are resolved efficiently. What You'll Be Doing Lead Client Success and Production Support for enterprise financial services clients. Manage and mentor a team responsible for ticket resolution, client communications, and service delivery. Act as the escalation point for complex L2/L3 support issues and production incidents. Investigate client-reported issues, analyze ticket details, review logs, APIs, integrations, and workflows to identify root causes. Own and manage support workflows within Jira, ensuring timely tracking, prioritization, and resolution of tickets. What We're Looking For 10+ years of experience in Client Success, Technical Support, Production Support etc. Experience supporting enterprise SaaS, fintech, wealthtech, digital banking, API, or financial services platforms. Strong Jira experience managing client issues, production tickets, workflows, and escalations. Hands-on experience troubleshooting customer issues and working directly with engineering teams on root cause analysis. Proven ability to handle L2/L3 support investigations rather than simply routing tickets. Experience working with APIs, integrations, data connectivity solutions, or enterprise software platforms. #J-18808-Ljbffr Selby Jennings
Vacancy posted 1 day ago
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