Senior Director of Customer Success

The role

The Senior Director will lead the Customer Success organization to drive retention, renewal, and expansion revenue. You will build a scalable operating model and collaborate cross-functionally to maximize customer value.

What you will do

• Coach and develop a high-performing Customer Success team
• Drive retention, renewal, and expansion revenue
• Build a scalable Customer Success operating model
• Standardize the customer lifecycle from onboarding to renewal
• Establish governance such as QBR/EBRs and escalation processes
• Collaborate with Delivery to streamline implementation-to-success handoffs
• Work with Product to bring customer feedback and market intelligence into Product
• Partner with Sales for prospect transitions and strategic account planning
• Work with Support and Engineering to establish escalation processes
• Engage with Partnerships to manage joint customers

Required qualifications

• 7+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing leadership function
• 3+ years leading Customer Success teams in an enterprise B2B SaaS environment
• Demonstrated experience managing strategic enterprise and/or financial services customers
• Proven track record of improving retention, expansion, and NRR
• Experience building or scaling Customer Success organizations
• Strong executive presence and communication skills
• Demonstrated ability to lead cross-functional initiatives across Sales, Product, Engineering, and Delivery
• Strong commercial orientation and understanding of recurring revenue businesses
• Exceptional organizational, analytical, and problem-solving skills
• Ability to operate effectively in a fast-paced, high-growth environment

Nice to have

• Experience managing public sector customers
• Strong background in financial services, RegTech, and AML/KYC technology within highly regulated sectors like banks and asset managers
• Experience with Customer Advisory Boards, executive governance programs, or similar strategic customer initiatives
• Experience with Salesforce and customer success platforms
• Experience managing a globally distributed Customer Success organization
• East Coast based candidate, with Charlotte, New York City or Atlanta, GA preferred

Benefits

• Competitive salary
• Company Equity
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan
• A fun environment where work-life balance is valued

About the company

Quantifind is a data science technology company whose AI platform uncovers signals of risk across disparate and unstructured text sources. The company helps banks catch money laundering and other financial crimes and works with government agencies to uncover criminal networks.