The Customer Success organization is looking for a Senior Director, Customer Success - Financial Services to lead the customer success strategy and execution for the Americas financial services business. In this highly visible leadership role, you will build a forward-looking operating model that strengthens customer adoption, value realization, retention and growth.
You will lead and develop a high-performing customer success organization while partnering with Sales, Engineering, Technical Support, Product Management and other teams to create consistent, scalable experiences for customers and partners. You will also serve as a trusted executive partner to strategic financial services customers, ensuring that SAS solutions and services deliver meaningful and measurable business outcomes.
As a Senior Director, Customer Success - Financial Services, you will:
Define and execute the regional customer success vision, strategy and operating model, aligned with company priorities and global customer success practices.
Lead initiatives that increase customer adoption, value realization, retention, renewals and expansion across the financial services portfolio.
Forecast Likely Finishes for the months, Quarters and Financial Year end, identifying retention risks and overseeing mitigation plans.
Build trusted relationships with senior customer stakeholders, engaging directly with strategic clients to understand their priorities and strengthen long-term partnerships.
Partner with Sales, Engineering, Technical Support, Product Management and other cross-functional leaders to improve customer outcomes and deliver a consistent end-to-end experience.
Lead, develop and scale a high-performing customer success organization of CSMs and Renewal Specialists by attracting exceptional talent, building leadership capability and fostering an accountable, customer-first culture.
Expand premium service offerings and identify new opportunities to deliver differentiated customer value and sustainable revenue growth.
Establish dashboards, metrics and operating reviews that provide visibility into customer health, business outcomes and opportunities for continuous improvement.
You're curious, passionate, authentic and accountable. These are our values and influence everything we do.
Required qualifications
Bachelor's or Master's degree, preferably in Business, Marketing, Computer Science or a related field.
Minmum fifteen years of experience in customer or business-partner relationship management, or in the sales or marketing of software, hardware, related training products and/or services.
Minimum nine years of leadership experience, including five years in a formal regional management role.
Demonstrated success leading and evolving a customer success function within a global enterprise software organization.
Experience leading customer success teams in a complex SaaS, web-based services or cloud technology environment.
Proven ability to design and implement complex, cross-organizational programs that improve operational effectiveness and customer outcomes.
Strong analytical capability, including experience using reporting tools, dashboards and customer success metrics to inform decisions.
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
Additional competencies, knowledge and skills
Customer Centricity: Builds a deep understanding of customer priorities and aligns teams, services and solutions to create measurable value.
Strategic Planning: Develops forward-looking strategies, operating models and priorities that support customer and business objectives.
Leading Change: Creates clarity, builds commitment and guides teams and stakeholders through organizational and operational change.
Relationship Building and Influencing: Establishes credibility with customers, executives and cross-functional partners to gain alignment and advance shared objectives.
Talent Development: Attracts, develops and retains high-performing talent while building an inclusive, collaborative and accountable culture.
Strong business acumen and understanding of the financial services industry and its evolving business and technology priorities.
Executive-level communication and presentation skills, with the ability to translate complex information into clear recommendations and actions.
World-class benefits
Highlights include...
Comprehensive medical, prescription, dental and vision plans.
Medical plan options include:
PPO with low annual deductible and copays.
HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
Onsite Health Care Center (HQ) that's free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
An industry-leading 401k plan.
Tuition Assistance Program and programs and resources to support your development
Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
Volunteer Time Off, parental leave and unlimited paid sick days.
Generous childcare benefits for all full-time employees.
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