Director, Customer Success

Responsibilities Build strategic, trust-based relationships with key customer stakeholders to drive loyalty, advocacy, and long-term partnerships. Hire, mentor, and scale a team of Customer Success Managers across Pooled and Named segments, ensuring each receives the appropriate level of engagement and strategic support. Design and implement scalable operational frameworks and SOPs tailored to both segments, continuously identifying gaps and bottlenecks in the customer journey. Develop and execute strategies to grow retention, reduce churn through proactive at-risk identification and early intervention, and capitalize on upsell and cross-sell opportunities. Partner with the customer onboarding team to ensure customers quickly realize value and maintain high engagement throughout their lifecycle. Act as a key voice in shaping the company's overall customer success strategy and providing thought leadership to enhance Customer Success at scale. Define, track, and report key Customer Success metrics including NPS, churn, customer health scores, and time to value to the executive leadership team. Collaborate closely with Product, Sales, and Marketing to align on customer needs, integrate feedback into product development, and ensure a cohesive experience from pre-sales through adoption and beyond.

Qualifications 8+ years in Customer Success, Account Management, or similar SaaS roles, including 5+ years building and scaling high-performing CS teams at high-growth startups across both Pooled and Named segments. Strong command of CS metrics including NPS, churn, LTV, and customer health, with a data-driven approach to analyzing customer data and delivering measurable improvements. Demonstrated ability to manage relationships with enterprise-level customers and C-suite executives. Hands-on experience with Customer Success platforms such as Totango or ChurnZero and CRM tools such as Salesforce. Exceptional communication, presentation, and stakeholder management skills with a proven ability to influence cross-functional teams. 3+ years in financial services or wealth management preferred, with a strong understanding of industry-specific client needs. The salary range for this role is $160,000 to $185,000. Our

compensation packages also include a performance based

bonus and equity.

Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Benefits: Flexible paid time off policy and 10 company-wide paid holidays Parental leave, 6 weeks for all full-time employees and up to 14 weeks for birthing parents Medical, dental, and vision

benefits coverage for employees and their families 401K eligibility after one month of employment Free estate planning documents Budget for learning & development and home office setup Paid parking or transit for hybrid and in office employees Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,

compensation and training. Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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