VP of Client Success

VP of Client Success - New York City | On-site 5 Days per Week

A high-growth financial technology company is seeking a hands-on leader to oversee Client Success and Production Support for their SaaS platform used by financial institutions. This is not a traditional relationship management role. The successful candidate will lead client-facing support efforts, manage escalations, partner closely with Product and Engineering, and personally investigate complex client issues.

You will manage a small support team, lead Quarterly Business Reviews, and ensure production issues are resolved efficiently.

• Lead Client Success and Production Support for enterprise financial services clients.
• Manage and mentor a team responsible for ticket resolution, client communications, and service delivery.
• Act as the escalation point for complex L2/L3 support issues and production incidents.
• Investigate client-reported issues, analyze ticket details, review logs, APIs, integrations, and workflows to identify root causes.
• Own and manage support workflows within Jira, ensuring timely tracking, prioritization, and resolution of tickets.

• 10+ years of experience in Client Success, Technical Support, Production Support etc.
• Experience supporting enterprise SaaS, fintech, wealth tech, digital banking, API, or financial services platforms.
• Strong Jira experience managing client issues, production tickets, workflows, and escalations.
• Hands-on experience troubleshooting customer issues and working directly with engineering teams on root cause analysis.
• Proven ability to handle L2/L3 support investigations rather than simply routing tickets.
• Experience working with APIs, integrations, data connectivity solutions, or enterprise software platforms.