Director - Customer Success

Freddie Mac; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

Freddie Mac is seeking a Director of Customer Success to enhance customer relationships and ensure high satisfaction levels. The role involves leading strategic initiatives, managing teams, and collaborating across departments, all within a fully remote working environment. Ideal candidates are skilled in leadership, communication, and analytics, with a passion for customer success.

Benefits

100% Remote work

Competitive USD salary

High-Speed Internet expenses allowance

Generous Paid time-off and 17 Flex Days

Professional growth via Coursera

Personalized career development support

Buddy Program and Virtual Activities

Diverse and inclusive environment

Benefits package and Paid Family Leave

Qualifications

• Minimum of 3 years in leadership roles within Customer Success.
• Exceptional written and spoken English proficiency.
• Comfortable working across departments in a deadline-driven environment.

Responsibilities

• Collaborate with teams to develop customer success strategies and content.
• Manage account assignments, onboarding, and customer satisfaction.
• Evaluate customer journey and identify key touchpoints.

Skills

Leadership

Communication

Strategic Planning

Analytical Skills

Project Management

Tools

CRM software

Job description

What about your team?

We're looking for a Director of Customer Success who will support our team from within the trenches. As a leader in our Customer Success team, you will help craft strategies to build customer relationships and collaborate across teams to deliver excellent experiences. Our ideal candidate is passionate about talent development, analytical, proactive, and experienced in leading teams through operational scaling and hyper-growth.

What will you be doing?

1. Collaborate with the CSM and Delivery teams to develop customer success strategies, create support content, and improve customer experience.
2. Manage CSM account assignments, onboarding, adoption, ROI demonstration, and upsell identification. Develop key processes like Time to Onboard, Adoption Score, At-Risk Customer model, and Next Best Action Plays.
3. Maintain account segmentation strategies to balance CSM-to-client ratios and service levels.
4. Coach your team to strengthen client relationships, manage onboarding, implementation, training, and ensure high customer satisfaction.
5. Build strategic advisory relationships with clients to maximize value from our products and services.
6. Contribute to customer communication strategies, leveraging insights to align messaging with organizational goals.
7. Engage effectively with senior management internally and externally to understand customer needs and communicate insights.
8. Monitor and maintain customer success metrics, ensuring accurate records for analysis and decision-making.
9. Evaluate the customer journey, identify key touchpoints, and adopt a consultative approach to overcome challenges and meet goals.
10. Analyze NPS surveys to identify improvement areas and provide actionable insights.
11. Work with sales and marketing to gather customer references and develop case studies highlighting our value.

Who are we looking for?

• Exceptional written and spoken English proficiency.
• Minimum of 3 years in leadership roles within Customer Success.
• Comfortable working across departments in a deadline-driven environment.
• Excellent communication and strategic planning skills.
• Strong organizational and project management skills.
• Ability to handle confidential information.
• Analytical with a process-oriented mindset.
• Ability to work swiftly with a high sense of urgency, adapting to shifting priorities.
• Self-starter, quick learner, highly organized, with attention to detail.
• Flexible, patient, persistent, and a team player.

Bonus Track!

• Experience in Financial Services, Investment Banking, or Capital Markets.
• Experience with CRM software and Customer Success or Support technology.

What do we offer?

• 100% Remote work.
• Competitive USD salary.
• High-Speed Internet expenses allowance.
• Generous Paid time-off and 17 Flex Days.
• Professional growth via Coursera.
• Personalized career development support.
• Buddy Program and Virtual Activities.
• Diverse and inclusive environment.
• Benefits package and Paid Family Leave (if applicable).

Why work with Finalis?

Join a fast-paced startup that fosters skill development and entrepreneurial spirit. We value soft skills and cultural diversity, encouraging adaptability and growth.

Our core values include:

• Deliver with Integrity
• Dream Boldly
• Empower through Leadership
• Value Learning

We are committed to equal employment opportunities and fostering a diverse workforce.