VP of Client Success & Production Excellence

Ninth Wave, Inc.; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Ninth Wave, Inc. is seeking a strategic VP of Client Success to lead client success and production support for financial institutions using the Ninth Wave Platform.

The role demands hands-on leadership, cross‑functional collaboration with Sales, Engineering, and Product, and a focus on client satisfaction and platform reliability. The VP will drive QBRs, manage teams, and own production metrics, ensuring timely issue resolution and proactive client communication.

Qualifications

• 10+ years leading client-facing teams in enterprise software or fintech.
• Experience managing production support, incident response, and escalations in live environments.
• Experience with financial institutions and managing business/technical stakeholders.
• Hands-on troubleshooting with logs, APIs, JSON, and data; OAuth 2.0 knowledge.

Responsibilities

• Lead client success and production support for enterprise clients.
• Manage Client Success and Production Support teams with clear ownership and escalation.
• Oversee production support per client hours and service commitments; coordinate with tech teams.
• Investigate tickets, reproduce issues with logs and API data; drive resolutions.

Skills

Client success

Production support

Leadership

Technical troubleshooting

Api/logs analysis

Education

Bachelor's degree in CS/Engineering

Tools

Jira

AWS

Docker

Job description

Ninth Wave, Inc. is seeking a strategic VP of Client Success to lead client success and production support for financial institutions using the Ninth Wave Platform.

The role demands hands-on leadership, cross‑functional collaboration with Sales, Engineering, and Product, and a focus on client satisfaction and platform reliability. The VP will drive QBRs, manage teams, and own production metrics, ensuring timely issue resolution and proactive client communication.