Remote Senior Director, Customer Success — AI-Driven FinTech

TOTAL EXPERT; Minneapolis (MN); Hybrid; USD 180,000 - 200,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

Life insurance

Disability insurance

Flexible PTO

Parental leave

401(k) with employer match

Job summary

Total Expert, the Customer Operating System for financial services, seeks a senior Customer Success leader to own retention, renewals, and commercial outcomes. This hybrid US role includes guiding a growing CS team and aligning with Sales and Product to drive multi-year renewals and customer value.

You will lead up to 10 CSMs, deploy AI-enabled CS workflows, and partner with various functions to scale retention and revenue. Base salary ranges around $180k–$200k with full benefits.

Qualifications

• 8+ years in Customer Success, account management, or retention in B2B SaaS with ownership of a retention or revenue number.
• 4+ years leading a Customer Success or account management team with renewal/retention quotas.
• 3+ years in mortgage, banking, fintech, or adjacent financial services.
• Proven track record of improving GRR and NRR and reducing churn and downsell.
• Experience operating a tiered coverage model and capacity planning.
• Hands-on experience with CS platforms (Planhat, Gainsight) and health scoring.
• Demonstrated ability to build renewal forecasts and governance cadences.

Responsibilities

• Own retention, renewal execution, and commercial outcomes for your portfolio.
• Set renewal cadences, forecasts, and escalation models; proactively manage renewals before expiration.
• Coach CSMs to operate as commercial owners alongside AEs and defend price for multi-year renewals.
• Deliver renewal forecasts with clear commit, upside, and at-risk categorization.
• Partner with Sales on renewal strategy, attrition mitigation, and multi-year positioning.
• Lead risk identification and renewal governance, using data-driven health scoring.

Skills

Customer Success

Account Management

Retention

Renewals

Leadership

Forecasting

Health Score

AI in CS

Tools

Planhat

Gainsight

Job description

Total Expert, the Customer Operating System for financial services, seeks a senior Customer Success leader to own retention, renewals, and commercial outcomes. This hybrid US role includes guiding a growing CS team and aligning with Sales and Product to drive multi-year renewals and customer value.

You will lead up to 10 CSMs, deploy AI-enabled CS workflows, and partner with various functions to scale retention and revenue. Base salary ranges around $180k–$200k with full benefits.