Head of Client Success

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Head of Client Success

Location:

Remote (Eastern Time Zone Preferred)

Reports to:

Chief Operating Officer (COO)

Employment Type:

Full-Time

About DTS  DTS delivers SaaS-led cash logistics and payment data solutions that simplify deposit tracking, change ordering, visibility, and reconciliation for Retail and Banking clients. Our offerings also include managed services, consumables, and support programs, enabling customers to fully optimize their cash operations.

Role Overview

We are seeking a Head of Client Success to lead a high-performing team responsible for client onboarding, implementation, adoption, satisfaction, and retention. This role ensures customers achieve maximum value quickly - while also delivering commercial outcomes aligned to DTS financial goals.

Success in this position requires balancing strong relationships with measurable revenue performance, including:

- Faster time-to-value and time-to-revenue
- Growth in MRR (Monthly Recurring Revenue) and expansion revenue
- Strong Net Revenue Retention (NRR)- Renewal management and churn prevention

This leader owns the full customer lifecycle: from pilot rollout to enterprise scaling and long-term expansion.

Key Responsibilities  - Lead and mentor the Client Success team (implementation + relationship management)- Drive customer activation and adoption to accelerate revenue realization
- Support cross-sell and up-sell of SaaS, managed services, consumables, and support programs
- Establish KPIs across service delivery, customer health, and commercial performance
- Manage executive-level engagement and structured business reviews
- Coordinate closely with Sales, Product, Finance, and Deployment to ensure seamless handoffs
- Implement scalable processes and playbooks for onboarding and lifecycle success
- Advocate customer needs to shape product evolution and roadmap priority

Qualifications  - Bachelor's degree in Business, Operations, or similar field- 5+ years in Client Success, Customer Operations, or Service Delivery in:

SaaS, Fintech, Retail Technology, Banking Technology, or Cash Automation
- Strong commercial mindset with experience improving MRR, expansion revenue, and adoption metrics
- Background supporting enterprise retail or banking customers preferred
- Solid operational and leadership capability in delivery environments
- Excellent communication and analytical skills

Personal Attributes  - Customer-first mindset aligned to measurable business outcomes
- Strong executive presence and problem-solving orientation
- Thrives in a scaling environment - adaptable and hands-on
- Builds a culture of accountability, teamwork, and continuous improvement

What We Offer
- Competitive compensation with performance incentives
- Flexible remote working environment
- Opportunity to shape the Client Success strategy of a fast-growing fintech leader

Head of Client Success

Total Base Pay Range 94,500. USD Annual

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our  Careers page at:
or by consulting with your talent acquisition partner.  

LOCATION -- Virtual, Ohio 00000

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes - no matter how they are submitted - will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.