Director of Customer Success, Capitalize

• 8+ years in Customer Success, Account Management, or post-sale leadership in B2B SaaS, fintech, or enterprise software
• Experience owning or materially impacting retention and expansion metrics (NRR, GRR, upsell/cross-sell)
• Track record of working successfully in high-growth environments
• Strong experience working with Enterprise clients, including senior product, operations, and business stakeholders
• Strong analytical mindset, comfortable using data to drive decisions and prioritize work
• High ownership and accountability, you take responsibility for outcomes, not just activity
• Structured thinker who can bring clarity to complexity
• Comfortable operating in ambiguity and building from the ground up
• Strong cross-functional collaborator who can align teams around shared goals
• Background in regulated or compliance-driven environments

Desirable

• Our Enterprise business is scaling rapidly as our Rollover API is being quickly adopted by more of the industry to drive asset growth and better transfers. We’ve more than tripled the number of Enterprise clients in the last 18 months and we’re growing fast
• We’re hiring a Director of Customer Success (Enterprise) to help new Enterprise clients succeed and drive retention, expansion, and long-term growth. This role sits at the intersection of revenue, product, and operations
• You’ll own key Enterprise client relationships, and work closely with Product, Engineering, and Operations to ensure a tight feedback loop between client feedback, product development, and revenue growth
• Build trusted relationships with product, operations, and business leaders at our Enterprise clients
• Lead structured business reviews grounded in data, outcomes, and clear next steps
• Act as the internal voice of our Enterprise client, ensuring their needs are clearly understood and addressed by the company
• Ensure newly signed Enterprise clients launch successfully along with others in the organization
• Reduce time-to-value by improving how partners integrate, go live, and scale usage
• Help optimize integrations and product placements once launched
• Own key retention goals for relevant Enterprise clients, proactively ensuring client delight and successful renewals
• Identify and support expansion opportunities across clients, use cases, and product surfaces
• Build visibility into renewal risk and expansion pipeline
• Partner closely with Sales on account strategy, deal support, and expansion opportunities
• Work with Product and Engineering to translate client feedback into roadmap priorities and platform improvements
• Collaborate with Operations and Analytics to track partner performance and identify areas for optimization