Head of Customer Success — Fintech & Tokenization (Remote)

Prime Ledger; United States; Remote; USD 180,000 - 260,000; Full time

Job summary

Prime Ledger is seeking a Head of Customer Success to lead the client journey for institutional and corporate clients in a fully remote role. You will supervise onboarding, define success plans, and manage ongoing relationships to drive client satisfaction, retention, and expansion across multiple time zones.

You will design scalable processes, metrics, and playbooks, mentor the CS team, and collaborate with product, sales and operations to address client needs in a fast-paced, regulated fintech

Qualifications

• Strong customer-focused skills including Customer Satisfaction and Customer Retention.
• Proficiency in Account Management handling multi-stakeholder renewals and expansions.
• Advanced Analytical Skills to interpret customer data, usage patterns, and KPIs.
• Excellent Communication abilities for engaging with executive stakeholders.
• Experience leading and scaling customer success teams in fintech/B2B SaaS.

Responsibilities

• Own onboarding processes and define success plans for clients.
• Manage ongoing relationships to drive retention and expansion.
• Build and mentor a customer success team.
• Analyze account health and identify risk and growth opportunities.
• Collaborate with product, sales and operations to address client needs.
• Design scalable processes, metrics and playbooks.
• Represent the voice of the customer in strategic discussions.

Skills

Customer success

Account management

Data analysis

Executive communication

Team leadership

KPIs design

Fintech knowledge

Remote collaboration

Education

Bachelor's degree

Advanced degree preferred

Tools

CRM systems

Job description

Prime Ledger is seeking a Head of Customer Success to lead the client journey for institutional and corporate clients in a fully remote role. You will supervise onboarding, define success plans, and manage ongoing relationships to drive client satisfaction, retention, and expansion across multiple time zones.

You will design scalable processes, metrics, and playbooks, mentor the CS team, and collaborate with product, sales and operations to address client needs in a fast-paced, regulated fintech