Vice President of Customer Success

SVP Customer Success role
Payments Unicorn
Location: Remote, but must be NYC based
Salary: $275-325K base + 10-15% bonus + equity

Our client have raised more than $500M in funding, and have a mission to enable everyone to participate in and thrive within the global economy by developing a seamless payment infrastructure for consumers and businesses. We are seeking an SVP of Customer Experience and Success to manage all aspects of delivering exceptional customer experiences and driving success, loyalty, and growth across their payment solutions.

The role reports into the COO, and will have 2 direct reports (VP Customer Success and AVP Customer Experience). The entire CS team consists of 100+ people.

Key Responsibilities:
Strategy Development:

Implement a customer experience and success strategy to enhance satisfaction, retention, and value.
Leadership:

Lead customer experience functions, ensuring exceptional service at every touchpoint.
Team Management:

Supervise customer service, training, and success teams, promoting innovation and improvement.
Collaboration:

Work with executive leaders and key stakeholders to integrate the customer’s voice into business decisions.
Data Utilization:

Use analytics and feedback to identify opportunities and implement solutions.
Performance Optimization:

Establish metrics and processes to enhance performance.
Team Development:

Mentor and develop customer experience professionals.
Client Advocacy:

Act as an advisor for strategic clients, ensuring their success and expanding relationships.
Industry Awareness:

Stay updated on industry trends and best practices.

Qualifications and Experience:
Experience:

15+ years in customer success, with recent payments dispute experience and a background in banking/compliance.
Regulation E Knowledge:

Understanding of Regulation E and the complaints process.
Management:

Strong management experience, ideally with global teams. Oversee VP of Customer Success and AVP of Customer Experience.
Track Record:

Proven success in driving initiatives that enhance customer experiences and growth.
Expertise:

Skilled in developing customer experience strategies and programs.
Customer Success Knowledge:

Deep understanding of onboarding, adoption, renewal, expansion, and value realization.
Analytical Skills:

Experience with advanced data and analytics to optimize operations.
Leadership:

Ability to build high-performing teams focused on innovation and accountability.
Stakeholder Management:

Skilled in managing and influencing key stakeholders.
Communication:

Excellent communication and presentation skills, capable of managing escalations and representing the customer perspective.

Please apply above to learn more, or email me at [email protected]

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