- Company Name
- Pismo
- Job Title
- Director, Customer Success
- Job Description
-
**Job title**
Director, Customer Success
**Role summary**
Lead and scale a world‑class Client Success function for the EMEA region within a cloud‑based banking & payment technology firm. Design and own the entire post‑implementation customer experience, drive retention, growth, and operational excellence through cross‑functional collaboration, data‑driven frameworks, and AI‑powered efficiencies.
**Expectations**
- Build and grow a global high‑performing team of Client Success Partners.
- Deliver a scalable, consistent post‑onboarding model ready for exponential growth.
- Own key success metrics (NPS, CSAT, CLTV, Net Revenue Retention) and continuously improve them.
- Act as senior point of contact for critical incidents and escalation resolution.
- Partner with Sales, Product, Technology, Operations, Visa Client Services, and internal controls to translate client needs into scalable solutions and product enhancements.
**Key responsibilities**
- Recruit, mentor, and develop a regional team, embedding a culture of ownership, precision, and continuous improvement.
- Design and facilitate value‑mapping sessions to uncover upsell, cross‑sell, and product adoption opportunities aligned with client goals.
- Lead investments in automation, AI, and data analytics to reduce friction and elevate proactive engagement.
- Drive operational uplift strategy: process excellence, digitization, and AI‑driven productivity.
- Oversee incident response, escalation management, and after‑action reviews to identify root causes and systemic improvements.
- Collaborate with Sales and Solutioning on RFP responses, solution workshops, and client presentations.
- Provide strategic feedback to Product and Technology teams on client insights and market trends.
- Develop and roll out scalable Customer Success frameworks to support rapid client growth and consistent delivery.
- Monitor client health, proactively address risks to adoption, satisfaction, and retention.
**Required skills**
- Proven experience building and scaling Customer Success or Enterprise Account Management functions, preferably in FinTech or SaaS.
- Strong leadership and team‑development capabilities, with a track record of hiring, coaching, and retaining high‑performing talent.
- Deep understanding of cloud‑based banking/payment platforms and related integration challenges.
- Expertise in data analytics, KPI ownership, and building data‑driven success metrics (NPS, CSAT, CLTV, revenue retention).
- Ability to design and implement process automation, AI tools, and analytics dashboards for operational efficiency.
- Excellent cross‑functional collaboration skills: work effectively with Sales, Product, Tech, Ops, and partner organizations.
- Exceptional problem‑solving, crisis‑management, and incident‑response leadership.
- Strong communication skills for client presentations, value‑mapping workshops, and internal reporting.
**Required education & certifications**
- Bachelor’s degree in Business, Finance, Computer Science, or related field (MBA preferred).
- Certifications in Customer Success (CSM, CCSM) or Project Management (PMP, Prince2) are advantageous.
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