Director of Customer Success

New York

Customer Services

Full-time

About us

At Solidus, we believe blockchain and digital assets offer an opportunity to transform finance and make it more inclusive, transparent and efficient. Our team uses its 20-year experience developing Wall Street-grade FinTech to build crypto-native market surveillance and compliance infrastructure. Digital asset firms globally use our products to detect, investigate and report compliance threats, manipulation and fraud in order to protect investors, provide transparency and comply with government regulation. 

learn more about Solidus Labs' story and values.

The Position

As a Director of Customer Success, you will own all current account management, establish solid

relationships with key stakeholders and build a strategy for improving everyday use of the product,

while leading a small team of Customer Success Managers and collaborating across all other

departments to maintain the highest retention rate.

Responsibilities

  • Ensuring our customers maximize the value they receive from Solidus Labs’ solutions and turning them into our biggest fans while you’re at it.
  • All post-sales activities, including customer onboarding and training, customer management, user adoption, contract renewals, expansion nurturing, customer value capture, and more.
  • Develop strong relationships with Solidus customers contacting them frequently, enabling platform adoption and growth, and ensuring customers achieve total business value.
  • Build and mentor a team of Customer Success Managers. Establishing procedures and customer success playbook and tools.
  • Partner with the internal team members (Product Management, Marketing, Engineering)to align the company's activities with the customer's business case and strategy. Advocate on behalf of the customer and collect feedback to drive continuous improvement across all areas, including product.
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' needs. Own and manage customer escalation situations at a Senior level.
  • Help clients to establish new workflows & institute behavioral changes (old way vs. new way).
  • Proactively anticipate opportunities to expand product offerings.

Required skills

  • 5 years experience leading customer success managers, account managers and solution architect teams in a fintech SaaS or subscription enterprise software company. familiarity with the crypto and digital asset space is a plus.
  • Proven experience leading teams, driving new and more importantly expansion sales, driving adoption and leveraging customer success best practice.
  • Ability to establish strong networking relationships with senior officials.
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning.
  • Proactive, self-motivated team player who can inspire both team members and customers.
  • Exceptional relationship-building skills demonstrated by the ability to grow and nurture relationships with internal stakeholders.
  • A detail-oriented individual who also can think and plan strategically.
  • Availability to travel.

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