Director of Customer Success
Location:
Tel Aviv
Our cool client is a leading venture-backed fintech startup building the OS of smart investing. They aim to become the industry standard for financial research by applying advanced AI to provide faster, more accessible, and trusted coverage for all global financial instruments. Their AI technology scans, analyses, and ranks all public equities and generates an easy-to-read fundamental equity research report for every stock and in any language.
Role and Responsibilities:
The Director of Customer Success will be responsible for overseeing all aspects of customer success for their B2B enterprise clients with a focus on fintech solutions. The individual will lead and manage the Customer Success team and collaborate closely with Sales, Product, and Support teams to ensure seamless and valuable customer experiences throughout the entire customer lifecycle.
Key responsibilities include:
Customer Success Strategy: Develop and execute the customer success strategy that aligns with the overall business objectives and fosters strong, long-term relationships with our enterprise customers.
Team Leadership: Lead, mentor, and motivate a high-performing Customer Success team, providing guidance and support to ensure the team's success in achieving customer satisfaction and retention goals.
Customer Onboarding and Implementation: Oversee the smooth onboarding process of new enterprise customers, ensuring they receive exceptional assistance during the implementation of our fintech solutions.
Customer Relationship Management: Act as the primary point of contact for key enterprise clients, understanding their business needs and challenges, and proactively identifying opportunities to deliver value and drive customer success.
Customer Health Monitoring: Develop and implement metrics and processes to monitor customer health and identify potential areas for improvement and upsell opportunities.
Customer Advocacy: Advocate for customers' needs and requirements within the organization, acting as the voice of the customer to influence product enhancements and service improvements.
Customer Renewals and Upsells: Collaborate with the Sales team to identify and pursue upsell opportunities, ensuring high customer retention rates and maximizing revenue growth.
Customer Feedback and Insights: Gather feedback from customers and analyze data to identify trends and opportunities for improving our products and services.
Qualifications and Experience:
Bachelor's degree in Business, Finance, or a related field (MBA preferred).
At least 5-7 years of experience in a customer-facing role within B2B enterprise environments, with a focus on fintech solutions.
Demonstrated success in managing and leading a Customer Success team.
Proven track record in achieving high customer satisfaction, retention, and upsell rates.
Strong understanding of the fintech industry and its unique challenges and opportunities.
Exceptional communication and interpersonal skills, with the ability to engage and build relationships with stakeholders at all levels.
Strategic mindset and the ability to think critically to drive customer success initiatives.
Data-driven approach to decision-making, utilizing metrics and customer insights to inform strategies and actions.
Excellent leadership and managerial skills, fostering a positive and collaborative team culture.
Join their passionate and dynamic team as the Director of Customer Success and play a vital role in shaping the success of their enterprise customers and contributing to the growth of their cutting-edge fintech solutions. If you are ready for a challenging and rewarding leadership role in the fintech industry, we encourage you to apply and be part of our exciting journey.