Director of Customer Success, Finalis

• Our ideal candidate is passionate about developing the talent on their team, a builder who uses analytical skills to identify problems, proactively create solutions, and improve relationships externally and internally
• To succeed in this role, you should have relevant customer success experience and a demonstrated record of leading teams through operational scaling and hypergrowth across a diverse customer base
• Deep understanding of investment banking or capital markets, ideally with experience in advisory, M&A, restructuring, or private market transactions
• Minimum of 3 years in a Customer Success or relationship leadership role, with a track record of developing high-performing teams and improving client retention
• Strong communicator with the ability to translate complex financial concepts into simple, actionable insights for customers and internal teams
• Exceptional relationship-building skills, capable of engaging credibly with senior executives and financial professionals
• Analytical and process-oriented, skilled at building scalable frameworks and driving accountability through metrics
• Strategic thinker with a bias for action, comfortable balancing short-term priorities with long-term vision
• Cross-functional collaborator, able to work effectively with Sales, Product, and Delivery in a dynamic, growth-stage environment

Desirable

• We’re looking for a Director of Customer Success who will roll up their sleeves and support our team from inside the trenches
• As the leader and a key member of our Customer Success team, you will help craft the company’s customer success strategies to build relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences
• You will guide the evolution of the function from traditional platform support toward a true ecosystem success model, enabling customers to thrive within the broader investment banking and fintech landscape
• Drive the advancement of Customer strategy and solution development alongside CSM and Delivery teams, building a scalable model that supports our growing footprint in the investment banking and fintech ecosystem
• Partner with New Business to identify and shape new lines of business, including end-to-end feasibility assessment and definition of delivery needs
• Leverage your background in investment banking or fintech to bring a sophisticated, data-driven approach to customer engagement, translating financial and transactional insights into meaningful business value for Members
• Advise customers with a consultative, industry-focused approach, helping them navigate complex deal processes, regulatory nuances, and market dynamics relevant to their business goals
• Coach and develop the CS team to deepen their understanding of investment banking and fintech concepts, enabling them to act as trusted advisors who can provide informed, strategic guidance to Members
• Own the CSM account assignment process and performance strategy, setting clear expectations across onboarding, adoption, ROI delivery, and upsell readiness. Key processes include Time to Onboard, Adoption Score, At-Risk Customer Model, and Next Best Action Plays
• Refine and maintain our Account Segmentation model to ensure optimal CSM-to-client ratios and differentiated service levels for standard and high-value Members
• Engage directly with key clients, leveraging your capital markets fluency to provide value-adding insights, strengthen relationships, and identify opportunities for product and service optimization
• Create and maintain scalable customer enablement content, playbooks, and training materials that support onboarding, adoption, and education across varying levels of Member sophistication
• Collaborate cross-functionally with Sales, Product, and Marketing to ensure alignment between customer needs, product roadmap, and go-to-market strategy, particularly as it relates to our investment banking and fintech service ecosystem
• Develop and implement customer feedback loops, including NPS and satisfaction analysis, to identify trends, recommend improvements, and drive continuous enhancement of the Member Experience
• Continuously assess and optimize the customer journey, identifying key touchpoints, applying a consultative approach, and ensuring Members achieve their goals effectively
• Oversee customer success metrics and reporting, ensuring data accuracy, adherence to established protocols, and transparency in performance tracking and decision-making
• Partner with Sales and Marketing to gather client feedback, surface success stories, and develop impactful case studies that demonstrate measurable business value and strengthen Finalis’ positioning in the market