Senior Director of Customer Success

Quantifind; Charlotte (NC); On-site; USD 185,000 - 215,000; Full time

Benefits offered by this job

Competitive salary

Company Equity

Exceptional benefits package

Flexible Vacation & Paid Time Off

Employer-matched 401(k) plan

Work-life balance culture

Job summary

Quantifind seeks a Senior Director of Customer Success to lead a high-performing global team, align with Delivery, Product, Sales, and Support, and drive retention, renewal and expansion.

Based on East Coast preference, candidate should be able to work in a hybrid or onsite capacity with Charlotte, NC as a strong location. The role offers a competitive base salary and equity tied to performance within a fast-growing data-science platform for financial crimes risk management.

Qualifications

• 7+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing leadership function.
• 3+ years leading Customer Success teams in an enterprise B2B SaaS environment.
• Demonstrated experience managing strategic enterprise and/or financial services customers. Experience managing public sector customers is desirable.
• Strong background in financial services, RegTech, and AML/KYC technology within highly regulated sectors like banks and asset managers, with deep familiarity in enterprise risk and financial crime workflows, preferred
• Proven track record of improving retention, expansion, and NRR.
• Experience building or scaling Customer Success organizations.
• Strong executive presence and communication skills.
• Demonstrated ability to lead cross-functional initiatives across Sales, Product, Engineering, and Delivery.
• Strong commercial orientation and understanding of recurring revenue businesses.
• Experience with Customer Advisory Boards, executive governance programs, or similar strategic customer initiatives, preferred
• Experience with Salesforce and customer success platforms, preferred
• Experience managing a globally distributed Customer Success organization, preferred
• Exceptional organizational, analytical, and problem-solving skills.
• Ability to operate effectively in a fast-paced, high-growth environment.

Responsibilities

• Lead the Customer Success Organization: As the leader of Quantifind's Customer Success organization, you will coach and develop a high-performing team responsible for account ownership, customer governance, and executive engagement. You will drive retention, renewal, and expansion revenue while establishing early-warning indicators to mitigate customer risk. In this role, you will build a scalable operating model and work cross-functionally across Delivery, Product, Sales, Support, Engineering, and Partnerships to maximize customer value and ensure long-term client success.
• Drive Retention, Expansion & Revenue: Drive revenue growth and customer health by managing renewal, retention, and expansion objectives. This involves developing strategic account plans, identifying cross-sell opportunities with Sales and Partnerships, building forecasting and health monitoring processes, and proactively mitigating customer risk.
• Build a Scalable Customer Success Operating Model: Create and refine a scalable Customer Success operating model by standardizing the customer lifecycle—from onboarding to renewal and expansion—while establishing robust governance, such as QBR/EBRs, and effective escalation processes to balance strategic engagement with operational efficiency.

Skills

Customer Success leadership

Enterprise B2B SaaS

Financial services AML/KYC

Executive presence

Cross-functional leadership

Renewal & expansion

Global team leadership

Salesforce

Tools

Salesforce

Job description

Who You Are

You are an experienced B2B SaaS Customer Success leader with a strong understanding of financial services, risk, compliance, and AML/KYC. You are a strategic and operational leader who knows how to run high-performing Customer Success organizations while remaining deeply engaged with customers. You have the executive presence to work with Chief Compliance Officers, Chief Risk Officers, AML leaders, Operations executives, and technology stakeholders at some of the world's largest financial institutions.

Who You Are

You are an experienced B2B SaaS Customer Success leader with a strong understanding of financial services, risk, compliance, and AML/KYC. You are a strategic and operational leader who knows how to run high-performing Customer Success organizations while remaining deeply engaged with customers. You have the executive presence to work with Chief Compliance Officers, Chief Risk Officers, AML leaders, Operations executives, and technology stakeholders at some of the world's largest financial institutions.

You are commercially minded and understand that Customer Success is not simply about customer satisfaction - it is about driving measurable customer value, protecting recurring revenue, increasing adoption, identifying expansion opportunities, and building long-term strategic relationships.

You bring high emotional intelligence, strong business judgment, and the ability to navigate complex organizations. You are a leader, both within the Customer Success team as well as across the organization through your exceptional communication and relationship building skills.

Who We Are

Quantifind helps some of the world’s biggest banks catch money laundering and other financial crimes. Quantifind also works with government agencies, using the same platform, to uncover criminal networks and safeguard government institutions. Unlike other players in this space, Quantifind delivers results as software-as-a-service (SaaS) with consumer-grade user experiences. Quantifind is a data science technology company whose AI platform uncovers signals of risk across disparate and unstructured text sources. In financial crimes risk management, Quantifind’s solution uniquely combines internal financial institution data with public domain data to assess risk in the context of Know Your Customer (KYC), Customer Due Diligence (CDD), Fraud Risk Management, and Anti-Money Laundering (AML) processes. Today these compliance processes are burdened by ever-increasing regulatory responsibilities and an expectation of frictionless transactions. Legacy technologies demand increasingly more human resources as the operations expand; Quantifind’s solution offers a way to cut through the inefficiency and enhance effectiveness simultaneously.

What a Great Candidate Looks Like

• 7+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing leadership function.
• 3+ years leading Customer Success teams in an enterprise B2B SaaS environment.
• Demonstrated experience managing strategic enterprise and/or financial services customers. Experience managing public sector customers is desirable.
• Strong background in financial services, RegTech, and AML/KYC technology within highly regulated sectors like banks and asset managers, with deep familiarity in enterprise risk and financial crime workflows, preferred
• Proven track record of improving retention, expansion, and NRR.
• Experience building or scaling Customer Success organizations.
• Strong executive presence and communication skills.
• Demonstrated ability to lead cross-functional initiatives across Sales, Product, Engineering, and Delivery.
• Strong commercial orientation and understanding of recurring revenue businesses.
• Experience with Customer Advisory Boards, executive governance programs, or similar strategic customer initiatives, preferred
• Experience with Salesforce and customer success platforms, preferred
• Experience managing a globally distributed Customer Success organization, preferred
• Exceptional organizational, analytical, and problem-solving skills.
• Ability to operate effectively in a fast-paced, high-growth environment.

The Opportunity We Offer

Quantifind is seeking to fill a Senior Director role on our Customer Success team. The Senior Director will collaborate with Delivery to streamline implementation-to-success handoffs and proactively identify issues affecting long-term customer health. You will also work closely with product to bring structured customer feedback and market intelligence into Product and help understand customer priorities, pain points, and business outcomes. You will partner across the organization to drive success: collaborating with Sales to facilitate prospect transitions, strategic account planning, and improved handoffs; working with Support and Engineering to establish effective escalation processes, advocate for customers, and integrate technical issues into health planning; and engaging with Partnerships to manage joint customers and identify opportunities for increased value and expansion. To succeed in this role, you will focus on these key responsibilities:

• Lead the Customer Success Organization: As the leader of Quantifind's Customer Success organization, you will coach and develop a high-performing team responsible for account ownership, customer governance, and executive engagement. You will drive retention, renewal, and expansion revenue while establishing early-warning indicators to mitigate customer risk. In this role, you will build a scalable operating model and work cross-functionally across Delivery, Product, Sales, Support, Engineering, and Partnerships to maximize customer value and ensure long-term client success.
• Drive Retention, Expansion & Revenue: Drive revenue growth and customer health by managing renewal, retention, and expansion objectives. This involves developing strategic account plans, identifying cross-sell opportunities with Sales and Partnerships, building forecasting and health monitoring processes, and proactively mitigating customer risk.
• Build a Scalable Customer Success Operating Model: Create and refine a scalable Customer Success operating model by standardizing the customer lifecycle—from onboarding to renewal and expansion—while establishing robust governance, such as QBR/EBRs, and effective escalation processes to balance strategic engagement with operational efficiency.

Quantifind operates an informal hybrid schedule around hubs in Palo Alto, California, Washington D.C., New York City, New York and Boston, Massachusetts with the balance of engineers in the Palo Alto area. Quantifind is currently using a hybrid mix of working from home and in the office, with regular in-person touchpoints and shared office space. Due to the location of our clients our preference is an East Coast based candidate, with Charlotte, New York City or Atlanta, GA preferred.

A Highlight Of Our Benefits

• Competitive salary
• Company Equity
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan
• A fun environment where work-life balance is valued

The base salary range for this full-time position is $185,000 to $215,000. Our salary ranges are determined by role, level, and location, and the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location, role-related knowledge and skills, depth of experience, relevant education or training, and additional role-related considerations.

We are an equal opportunity employer; we have a fun place to work and a devotion to succeeding together.