Director of Customer Success
Finalis
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead and evolve Customer Success strategy in partnership with the CSM and Delivery teams, ensuring our model scales effectively as we deepen our presence in the investment banking and fintech ecosystem.
- Leverage your background in investment banking or fintech to bring a sophisticated, data-driven approach to customer engagement, translating financial and transactional insights into meaningful business value for Members.
- Advise customers with a consultative, industry-focused approach, helping them navigate complex deal processes, regulatory nuances, and market dynamics relevant to their business goals.
- Own the CSM account assignment process and performance strategy, setting clear expectations across onboarding, adoption, ROI delivery, and upsell readiness. Key processes include Time to Onboard, Adoption Score, At-Risk Customer Model, and Next Best Action Plays.
- Refine and maintain our Account Segmentation model to ensure optimal CSM-to-client ratios and differentiated service levels for standard and high-value Members.
- Coach and develop the CS team to deepen their understanding of investment banking and fintech concepts, enabling them to act as trusted advisors who can provide informed, strategic guidance to Members.
- Engage directly with key clients, leveraging your capital markets fluency to provide value-adding insights, strengthen relationships, and identify opportunities for product and service optimization.
- Create and maintain scalable customer enablement content, playbooks, and training materials that support onboarding, adoption, and education across varying levels of Member sophistication.
- Collaborate cross-functionally with Sales, Product, and Marketing to ensure alignment between customer needs, product roadmap, and go-to-market strategy, particularly as it relates to our investment banking and fintech service ecosystem.
- Develop and implement customer feedback loops, including NPS and satisfaction analysis, to identify trends, recommend improvements, and drive continuous enhancement of the Member Experience.
- Continuously assess and optimize the customer journey, identifying key touchpoints, applying a consultative approach, and ensuring Members achieve their goals effectively.
- Oversee customer success metrics and reporting, ensuring data accuracy, adherence to established protocols, and transparency in performance tracking and decision-making.
- Partner with Sales and Marketing to gather client feedback, surface success stories, and develop impactful case studies that demonstrate measurable business value and strengthen Finalis’ positioning in the market.
Requirements
- Deep understanding of investment banking or capital markets, ideally with experience in advisory, M&A, restructuring, or private market transactions.
- Minimum of 3 years in a Customer Success or relationship leadership role, with a track record of developing high-performing teams and improving client retention.
- Strong communicator with the ability to translate complex financial concepts into simple, actionable insights for customers and internal teams.
- Exceptional relationship-building skills, capable of engaging credibly with senior executives and financial professionals.
- Analytical and process-oriented, skilled at building scalable frameworks and driving accountability through metrics.
- Strategic thinker with a bias for action, comfortable balancing short-term priorities with long-term vision.
- Cross-functional collaborator, able to work effectively with Sales, Product, and Delivery in a dynamic, growth-stage environment.
- Experience using CRM software and Customer Success or Support technology
Benefits
- 100% Remote work (Work from wherever you want!)
- Competitive USD salary
- High-Speed Internet expenses allowance
- Generous Paid time-off (Vacation Time!)
- Additional 17 Flex Days (to use in national holidays or personal matters)
- People Team Partner (to target your roadblocks and customize an action plan for your career path)
- Buddy Program
- Virtual After-Office Activities
- Diverse Culture & Inclusive environment
- Benefits Package [if applicable]
- Paid Family Leave [if applicable]
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategyaccount segmentationcustomer feedback loopsNPS analysisperformance metricsdata-driven approachconsultative sellingonboarding processesadoption strategiescapital markets fluency
Soft skills
strong communicatorrelationship-buildinganalytical skillsstrategic thinkingcross-functional collaborationcoaching and developmentconsultative approachengagement with senior executivesprocess-orientedbias for action