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Seismic · 2 weeks ago

VP, Customer Success ~ Financial Services

United States

Full-time

Remote

Director/Executive

$187K/yr - $257K/yr

12+ years exp

Seismic is a leading company in the Customer Success sector, focusing on ensuring customers achieve maximum value from their platform. As the VP of Customer Success, you will lead strategic initiatives, partner with various teams, and drive growth and satisfaction among Financial Services customers.

AnalyticsArtificial Intelligence (AI)Enterprise SoftwareMarketing AutomationSales AutomationSales EnablementSoftware

Responsibilities

Ensure every customer experiences a consistent, high‑quality engagement throughout their lifecycle, with tailored strategies for the unique needs of Financial Services customers

Partner across CS, Sales, Product, Marketing, and Services leadership to drive adoption, retention, and expansion across the customer base, with a focus on accelerating growth within the FS segment

Provide executive sponsorship and serve as a trusted advisor to C‑level stakeholders across major Financial Services institutions

Develop and maintain deep knowledge of our platform and its integrations within customer environments, including the specialized workflows, compliance considerations, and distribution models unique to Financial Services

Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption across FS sub‑verticals

Champion both product and industry expertise as differentiators for our team, reinforcing credibility and trust with customers at every level

Hire, coach, and develop top talent within your CSM team, including leaders and CSMs dedicated to the Financial Services segment

Set and uphold high performance and engagement standards, balancing accountability with empathy

Cultivate a culture that embodies our mission, vision, and values

Partner with Product leadership to channel customer insights — especially those tied to FS regulatory, compliance, and workflow needs — into product strategy and innovation

Work with Marketing and Sales to align customer advocacy, reference‑ability, and expansion opportunities within the FS vertical

Collaborate with Operations and Analytics to ensure data‑driven decision‑making across the CSM function, including FS‑specific health metrics, adoption patterns, and risk indicators

Build and inspire a Customer Success organization that sets the standard for excellence and drives outcomes across all segments, with a scalable model that supports the growth and complexity of Financial Services customers

Build and optimize scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes across the broader CS organization and within the FS vertical

Qualification

Customer Success leadershipFinancial Services experienceSaaS environment experienceClient managementOperational rigorTechnical acumenCommunication skillsEntrepreneurial mindsetCoachingDevelopmentCross-functional collaboration

Required

12+ years of experience leading high‑performing Customer Success or post‑sales organizations in a SaaS environment, with proven success at scale

5+ years of direct client management experience with enterprise‑level customers, ideally including large FS institutions

Demonstrated ability to design, build, and scale CS organizations and processes

Track record of owning retention, growth, and customer satisfaction metrics across a large customer base

Proven leadership and decision‑making capabilities with strong operational rigor

Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage externally with C‑level executives

Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics

Experience working cross‑functionally with Product, Sales, Services, and Marketing to deliver seamless customer outcomes

Strong technical and product acumen, with the ability to translate customer needs — including FS‑specific regulatory and workflow requirements — into product strategy

Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities

Proven track record of defining and optimizing customer success processes to drive scale and impact

Preferred

Experience supporting or leading Customer Success teams within Financial Services (Banking, Wealth, Insurance, or Capital Markets) is strongly preferred