Sr Director, Customer Success - Financial Services

Senior Director, Customer Success – Financial Services
- Hybrid/Remote, Cary NC/NYC/East Coast

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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.

• Bachelor’s or Master’s degree, preferably in Business, Marketing, Computer Science or a related field.
• Typically requires 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.
• 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…