Customer Success Director – Los Angeles, CA; Hybrid

Are you a customer success leader with experience supporting complex, high-value clients in regulated industries? Account Makers has been engaged by our client, a high-growth Fin Tech and payments technology company, to hire a Customer Success Director. The Customer Success Director will strengthen customer relationships, optimize onboarding, and drive long-term platform adoption for banks, payment processors, and enterprise partners. This full-time leadership role will guide customer experience, retention, and operational efficiency as the organization scales its platform across financial institutions and enterprise clients.

In this role, you’ll oversee a team of account managers and implementation specialists, develop customer success processes, and implement metrics that deepen client engagement and reduce churn. You’ll work closely with product, compliance, and engineering teams to ensure customer feedback directly influences roadmap decisions. The ideal candidate is a strong operator who understands financial technology workflows, risk considerations, and the high expectations of enterprise buyers.

This position is based in Los Angeles, California, with hybrid flexibility.

• 8-12 years of customer success, account management, or client services experience, including leadership roles within Fin Tech, payments, or financial services
• Strong understanding of payment systems, financial operations, regulatory considerations, or enterprise SaaS environments
• Proven ability to build scalable customer success programs, define KPIs, and develop health scoring frameworks
• Experience driving adoption and expansion within existing accounts through strategic relationship management and value-focused upsell opportunities
• Skilled at managing escalations, running executive-level conversations, and influencing cross-functional decisions
• Experience leading teams that support enterprise implementations or complex integrations
• Familiarity with tools such as Salesforce, Zendesk, Hub Spot, or specialized Fin Tech/CS platforms
• Ability to thrive in fast-moving, high-growth organizations where customer expectations and compliance needs are high

This permanent position offers a competitive salary range of $130,000-$170,000 annually, plus full benefit options including health, vision, dental, 401k and other benefits.