About this role
Shape how customers realize value from AML/KYC solutions by building scalable success strategies and developing high-performing teams. In this role, you will elevate customer outcomes across onboarding, adoption, expansion, and retention while partnering closely with product, sales, and operations. You will use data-driven insights to strengthen customer health and deliver measurable improvements. If you enjoy leading through influence and creating repeatable playbooks, this role offers broad visibility and impact.
As a Customer Success Director on the Funds Services Operations team, you lead customer success strategy for a portfolio of complex AML/KYC clients and guide a team focused on onboarding, product adoption, expansion, and retention. You partner cross-functionally to establish best practices, improve customer health, and deliver a consistent, high-quality customer experience. You define success metrics and communicate progress and risk clearly to stakeholders.
Job Responsibilities:
- Develop and execute a customer success strategy across onboarding, adoption, expansion, and retention for a portfolio of clients
- Partner with cross-functional stakeholders to align customer outcomes to product capabilities and business priorities
- Establish and standardize account engagement practices for meetings, communications, retention planning, and expansion motion
- Define, track, and report customer health metrics (including adoption, retention, and customer satisfaction) and translate insights into action plans
- Coach and support team members operating in matrixed environments to deliver consistent outcomes at scale
- Identify improvement opportunities by reviewing prior and current approaches and implementing measurable enhancements
- Maintain a customer-first perspective that connects product usage to customer objectives and outcomes
Required Qualifications, Capabilities and Skills:
- 8+ years of experience in customer success within product, software, or technology environments
- Experience managing customer portfolios for technology applications and advising teams on customer success practices
- Ability to drive product adoption and retention across a diverse customer base
- Experience leading and developing teams in matrixed, complex organizations while delivering outcomes at scale
- Knowledge of anti-money laundering and know-your-customer (AML/KYC) concepts and customer use cases
Preferred Qualifications, Capabilities and Skills:
- Experience in business-to-business (B2B) and software-as-a-service (SaaS) environments
- Knowledge of the product development lifecycle, technical design concepts, and data analytics
- Experience interpreting customer consumption patterns and supporting renewal and expansion planning