Director of Customer Success

Securitize is a global fintech, Top 50 blockchain company, with a mission to provide investors with access to invest in and trade alternative assets, and for companies to raise capital and offer shareholder's liquidity. Securitize has pioneered a fully digital, regulatory compliant, end-to-end platform for issuing, managing and trading digital asset securities (also known as security tokens), with over 200 businesses and nearly 400,000 investors already connected, and nearly $500 million in current-value digital asset securities issued on the Securitize platform.

We 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 made up of top blockchain and financial industry talent based around the world, based in Tel Aviv, Buenos Aires, Tokyo, New York, and San Francisco. We’re backed by leading financial institutions and blockchain investors, including Morgan Stanley, Blockchain Capital, MUFG, Sumitomo Mitsui Trust Bank, Sony Finance, Banco Santander, and Coinbase.

The Securitize Customer Success team is seeking an ambitious Director of Customer Success to be a key employee in 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 COO 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 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
• Nice to have - Transfer Agent / Broker-dealer experience
• Must have SaaS experience
• At least 3+ years of Fintech experience
• 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

Join an awesome company entering a hyper-growth phase

• Unlimited Paid Time Off
• Bonus program
• Remote work environment
• Company paid professional development
• Paid Medical/dental/vision insurance (employee + family options)
• 401K