VP of Client Success

Selby Jennings; New York (NY); On-site; USD 180,000 - 300,000; Full time

Job summary

Selby Jennings in New York City is seeking a hands-on VP of Client Success to lead the Production Support of our SaaS platform for financial institutions. This on-site role combines client advocacy with technical ownership, including investigation of complex issues and collaboration with Product and Engineering.

You will manage a small support team, oversee escalation processes, and drive service delivery through Jira-driven workflows and cross-functional partnerships with engineering.

Qualifications

• 10+ years of experience in Client Success or Production Support.
• Experience with enterprise SaaS, fintech or financial services platforms.
• Strong Jira experience handling client issues and escalations.

Responsibilities

• Lead Client Success and Production Support for enterprise financial services clients.
• Manage and mentor a team responsible for ticket resolution, client communications, and service delivery.
• Act as the escalation point for complex L2/L3 support issues and production incidents.
• Investigate client-reported issues, analyze ticket details, review logs, APIs, integrations, and workflows to identify root causes.
• Own and manage support workflows within Jira, ensuring timely tracking, prioritization, and resolution of tickets.

Skills

Client Success leadership

Production Support experience

L2/L3 support experience

API & integration familiarity

Cross-functional collaboration

Tools

Jira

Job description

VP of Client Success - New York City | On-site 5 Days per Week

A high-growth financial technology company is seeking a hands-on leader to oversee Client Success and Production Support for their SaaS platform used by financial institutions. This is not a traditional relationship management role. The successful candidate will lead client-facing support efforts, manage escalations, partner closely with Product and Engineering, and personally investigate complex client issues.

You will manage a small support team, lead Quarterly Business Reviews, and ensure production issues are resolved efficiently.

What You'll Be Doing

• Lead Client Success and Production Support for enterprise financial services clients.
• Manage and mentor a team responsible for ticket resolution, client communications, and service delivery.
• Act as the escalation point for complex L2/L3 support issues and production incidents.
• Investigate client-reported issues, analyze ticket details, review logs, APIs, integrations, and workflows to identify root causes.
• Own and manage support workflows within Jira, ensuring timely tracking, prioritization, and resolution of tickets.

What We're Looking For

• 10+ years of experience in Client Success, Technical Support, Production Support etc.
• Experience supporting enterprise SaaS, fintech, wealthtech, digital banking, API, or financial services platforms.
• Strong Jira experience managing client issues, production tickets, workflows, and escalations.
• Hands-on experience troubleshooting customer issues and working directly with engineering teams on root cause analysis.
• Proven ability to handle L2/L3 support investigations rather than simply routing tickets.
• Experience working with APIs, integrations, data connectivity solutions, or enterprise software platforms.