VP of Client Success

Ninth Wave, Inc.

Full time- 5 days a week in the office

Location:

New York City office |

Reports to:

Chief Operating Officer

Ninth Wave is seeking an experienced VP of Client Success to lead ongoing client success and production support for financial institutions using the Ninth Wave Platform. Working in partnership with Sales this leader will manage ongoing service and support communications, lead Quarterly Business Reviews (QBRs), and ensure timely, coordinated resolution of production issues.

The VP of Client Success will manage the team, processes, and metrics needed to continue to deliver consistent service, strengthen client satisfaction and retention, and support reliable platform operations. The role requires strong technical skills, clear communication, and hands‑on leadership across Client Success, Production Support, Engineering, Product, and Operations. In addition to managing the team, this leader will personally investigate support tickets, analyze technical details, and work with colleagues to resolve issues.

This role is based in Ninth Wave’s New York City office. The individual must be available 24x7, including nights, weekends, and holidays, to address production needs and coordinate client communications as needed. Client support is provided in accordance with applicable support hours and service commitments.

• Lead ongoing client success for production clients, serving as a point of contact for service and support matters and working in partnership with Sales, which retains ownership of client relationships.
• Lead and manage the Client Success and Production Support teams, establishing clear ownership, coverage, escalation procedures, and accountability for service delivery.
• Oversee production support in accordance with client support hours and service commitments, and serve as the point of contact for escalations when needed; coordinate investigation, resolution, and timely client updates with technical teams.
• Personally drill down into support tickets by reviewing logs, API behavior, and data, reproducing reported issues where appropriate, and working with support and engineering teams to drive resolution.
• Use company-approved AI tools to support ticket investigation, analyze support trends, enhance knowledge resources, and prepare client communications and Q  materials; validate outputs and follow Ninth Wave’s AI and data security policies.
• Maintain proactive client communications regarding service performance, open issues, planned maintenance, and relevant platform changes.
• Plan and lead Quarterly Business Reviews (QBRs) covering service performance, support trends, platform usage, client priorities, and agreed action items; track commitments through completion.
• Own production support metrics and reporting, including ticket volume, severity, backlog aging, response and resolution times, SLA performance, repeat incidents, and client satisfaction.
• Use support data and client feedback to identify recurring issues, prioritize improvements, and reduce preventable incidents and unnecessary escalations.
• Ensure incidents requiring root cause analysis receive documented findings, corrective actions, and appropriate follow‑up with clients and internal stakeholders.
• Work with Engineering, Product, Infrastructure, and Information Security to resolve issues and advocate for client needs and service improvements.
• Coordinate the handoff from onboarding and delivery teams to ongoing support, confirming support readiness, documentation, and clear ownership of outstanding items.
• Further enhance and maintain support procedures, knowledge resources, and client education materials that improve consistency and enable effective troubleshooting.
• Monitor…