Our client is a SaaS pioneer in digital lending, enabling banks, credit unions, and FinTech lenders to deliver fast, automated loan journeys. Their cloud-native lending platform has helped clients cut loan processing times by 60% while reducing risk exposure. They are expanding aggressively across North America and need senior customer success leadership.
The Role:
As Customer Success Director, you will lead enterprise client relationships post-sale, ensuring clients achieve maximum ROI, renew, and expand. You will work closely with product and engineering to translate client needs into innovations that set the platform apart.
Key Responsibilities:
- Own relationships with enterprise banking and credit clients across the US.
- Drive adoption, utilisation, and measurable ROI of the SaaS platform.
- Develop success plans aligned to client business outcomes.
- Lead QBRs with senior executives (CIO, Head of Lending, Chief Risk).
- Identify upsell opportunities and partner with Sales on expansion deals.
- Proactively manage churn risk, ensuring client satisfaction.
- Partner with Product to capture and prioritise client feedback.
- Build best-practice frameworks for enterprise customer success.
- Mentor a team of Customer Success Managers.
- Report quarterly on renewals, expansions, and NPS performance.
- 7+ years in SaaS customer success leadership (FinTech ideal).
- Strong knowledge of lending, credit, or banking technology.
- Experience managing $5m+ ARR portfolios.
- Executive presence with ability to engage senior banking leaders.
- Commercial mindset, comfortable owning renewals/expansions.
- Strong collaborator across Product, Sales, and Engineering.
Take on a high-impact leadership role driving customer success in one of the fastest-growing areas of FinTech, with excellent growth potential and visibility.
Shazamme