Senior Vice President of Customer Success, FinQuery

• If you are a results-driven professional who thrives on helping organizations transform their Customer Success operations, this is your chance to make an immediate impact with a fast growing company
• 12 or more years in B2B SaaS with seven or more years progressive leadership experience building and developing multi-level Customer Success Management teams in an enterprise SaaS environment
• Proven ownership of ARR retention and expansion targets at scale, preferably in a multi-product environment
• Experience serving accounting, finance, or compliance buyers, or another workflow where accuracy and time to close matter
• Strong operator who builds dashboards, reviews data weekly, and can speak to churn at the account level
• Exceptional executive presence, communication, and influencing skills utilized to present to customers, the C-suite, and the board
• Expertise in CRM (HubSpot, Salesforce) and customer success platforms (Gainsight, ChurnZero, or equivalent)
• Demonstrated experience in cross-functional leadership to influence internal organizations on strategic GTM initiatives
• Familiarity with AI tooling, journey orchestration, and agentic models in CS
• Deep understanding of customer lifecycle management, including onboarding, QBRs, journey mapping, and digital CS strategies

Desirable

• FinQuery is seeking a Senior Vice President, Customer Success to own the entire post-sale customer lifecycle
• Serving as a key member of the executive team, you will act as the strategic owner for the installed base, responsible for protecting our high customer retention, expanding existing relationships, and building a scalable Customer Success (CS) organization to support our multi-product strategy
• As part of the executive team, will set the vision, build the operating model, manage the CS leadership team, and partner closely with Sales, Product, Professional Services, and Support to ensure measurable customer outcomes and drive growth within the base
• Define FinQuery’s overarching Customer Success strategy across adoption, renewals, and expansion for all products, ensuring alignment with aggressive company growth objectives
• Serve as the critical strategic partner across the C-Suite and GTM functions, ensuring customer feedback directly informs roadmap, delivery, and future growth strategy
• Architect and execute structured Customer Advocacy programs (including case studies, references, G2 reviews, and user groups) that directly contribute to pipeline generation and market awareness
• Champion the Voice of the Customer in executive and product planning sessions by running a formalized Executive Business Review (EBR) rhythm, quantifying the revenue and retention impact of identified product gaps, and bringing documented requirements to Product
• Drive the Commercial Engine: Drive all financial outcomes from the installed base, including Gross Retention, Net Revenue Retention (NRR), and logo retention
• Drive financial confidence by owning the rigor and accuracy of the renewal forecast across the entire portfolio, presenting defensible retention projections to the executive team and board
• Capitalize on Expansion: Identify, prioritize, and capture multi-product expansion and Product-Led Growth (PLG) opportunities by leveraging usage data to trigger targeted outreach and offers
• Partner with Sales and Finance to define and enforce clear Rules of Engagement for all expansion, add-ons, and multi-product adoption motions, standardizing commercial consistency
• Design and implement a unified, data-driven CS platform that standardizes playbooks and uses product usage, support signals, and financial data to prioritize customer actions and guarantee CSM consistency
• Build the Future Team: Lead, mentor, and grow a multi-level Customer Success organization across CSM, Onboarding, and Renewals, setting ambitious hiring profiles and productivity expectations for all roles and promoting a culture of ownership, preparation, and fast escalation
• Scale Service Excellence: Build a tiered coverage model that aligns service levels to ACV, opportunity, and product mix for maximum efficiency and return
• Mitigate Risk Proactively: Establish a formal, cross-functional rhythm for reviewing at-risk accounts weekly, driving immediate resolution of product, data, or support issues
• Coach and develop Customer Success Managers to master executive-level customer meetings and strategically position FinQuery’s broader platform
• Identify, implement, and optimize AI tools and processes that enhance the digital customer experience and empower the team to focus on high-value, strategic tasks