Chief Customer Success & Growth Officer

Automated Financial Systems, LLC; Exton (PA); Hybrid; USD 180,000 - 260,000; Full time

Job summary

Automated Financial Systems, LLC seeks a visionary Vice President of Customer Success to own the CS function company-wide, driving retention and expansion revenue and setting the multi-year strategy for durable growth across the AFSVision base.

You will build and scale the CS organization from CSMs to Principal CSMs, manage the budget, and partner with Sales, Product, and Finance on go-to-market and product roadmap priorities. This is a high-visibility, hybrid role requiring executive presence.

Qualifications

• 12+ years in customer success, account management, or related revenue leadership in B2B enterprise software.
• 5+ years of people leadership.
• Experience building and scaling a CS organization, including hiring, structure design, and leadership development.
• Proven ability to present to and influence Boards and executive leadership teams.
• Deep experience in financial services, fintech, or another regulated industry strongly preferred.
• Strong track record partnering with Sales, Product, and Finance leadership on go-to-market and product strategy.
• Executive fluency with AI tools and modern CS technology, with experience driving adoption across an organization.

Responsibilities

• Own company-wide retention (GRR) and expansion (NRR) revenue targets across the entire AFSVision customer base.
• Build, lead, and scale the Customer Success organization, including hiring, team structure, and career paths from CSM through Principal CSM.
• Set the multi-year Customer Success strategy and roadmap in alignment with AFS's overall growth goals.
• Own and manage the Customer Success budget and resource allocation across the portfolio.
• Serve as the final escalation point for AFS's most complex or highest-risk customer relationships.
• Represent Customer Success on the executive leadership team and report customer health and revenue performance.
• Partner with Sales, Product, and Finance leadership on go-to-market strategy, pricing, and product roadmap priorities.
• Define and own company-wide Customer Success metrics and KPIs, including NRR, GRR, health scores, and adoption.
• Recruit, develop, and mentor Customer Success leadership.
• Set AFS's enterprise-wide AI strategy for Customer Success, championing adoption across the organization.
• Own Customer Success input into strategic initiatives such as M&A diligence and portfolio-level renewal risk assessment.
• Represent AFS externally with top strategic customers, at industry events, and with analysts.

Skills

Executive leadership

CS strategy

Financial services knowledge

AI strategy

Stakeholder management

Data-driven decisions

Education

Bachelor's degree in Business/CS or related

MBA preferred

Tools

Salesforce

Tableau/Power BI

Job description

Automated Financial Systems, LLC seeks a visionary Vice President of Customer Success to own the CS function company-wide, driving retention and expansion revenue and setting the multi-year strategy for durable growth across the AFSVision base.

You will build and scale the CS organization from CSMs to Principal CSMs, manage the budget, and partner with Sales, Product, and Finance on go-to-market and product roadmap priorities. This is a high-visibility, hybrid role requiring executive presence.