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Director of Customer Success

US, Remote

Posted: Jul 19, 2021

Securitize is the global fintech that’s creating real-time access for investors to invest and trade in the private markets, and in turn, for companies to raise the capital they need to grow. Recognized as a top 50 blockchain company, we are the industry-leading and the first end-to-end digital securities issuance and compliance platform operating on the blockchain.

We just received $48m in Series B from Wall Street & venture capital funding from top investors to aggressively expand our teams across New York, Miami, San Francisco, and remote offices. We are a global team comprised of top blockchain and financial industry talent-based globally, based in Tel Aviv, Buenos Aires, Tokyo, New York, and San Francisco. We’re backed by leading financial institutions and blockchain investors, including Blockchain Capital, Sony Financial, Santander, and Coinbase.

The Securitize Customer Success team is seeking an ambitious Director of Customer Success to lead the customer success team. You will be a key leader who will champion the programs and support the operational changes needed to deliver ROI. Your primary customer facing role responsible for customer success through the management of program deliveries and strong customer relationships. You are front and center with our customers supporting their digital journey and empowering them to achieve more!

Responsibilities

  • Work closely with the VP of Global Customer Success to ensure consistent and successful execution of the Customer Success Management strategy
  • Serves as day-to-day contact and relationship manager throughout lifecycle maintaining high customer satisfaction scores
  • Works with implementation, marketing, product and development teams to ensure alignment on customer initiatives and upcoming launches
  • Manages and owns playbooks across the customer engagement models
  • Helps Implement CSM tool (Freshworks) to automate playbooks
  • Manages High Touch Accounts with the ability to move into Strategic Accounts
  • Project Management principles and expertise
  • Develops analytics for reporting against client progress and health scoring
  • Implements satisfaction surveys post onboarding to measure overall progress
  • Builds and manages analytics to track and deliver customer insights
  • Aligns with Sales on CS involvement during the Sales cycle and handover process
  • Recruits experienced CSM for ongoing Client Management and enhances new hire onboarding

Qualifications

  • 5 to 7 years’ experience as a high performing CSM with proven leadership growth
  • Experience building and leading a Customer Success team at a Senior Manager or Director level
  • Proficiency with tools such as Pipedrive, Zendesk, and Asana
  • Experience creating a performance and metrics focused culture
  • Enthusiastic and creative leader
  • Track record of Customer Success career progression for a SaaS organization
  • Entrepreneurial spirit that thrives in a fast paced and ambiguous environment with a demonstrated ability to adapt
  • Bilingual in Spanish a plus

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