SWIVEL · 19 hours ago
Director of Customer Success - SWIVEL
San Antonio, TX
Full-time
Onsite
Mid, Senior Level
7+ years expSWIVEL is seeking a talented individual to lead our customer success strategy and team. The Director of Customer Success will manage a team focused on driving client retention, engagement, and satisfaction while serving as a strategic partner to clients to maximize value from SWIVEL products and solutions.
Financial Services
Responsibilities
Lead, mentor, and develop a high-performing Customer Success team
Establish clear goals, KPIs, and success metrics for the team
Foster a culture of collaboration, accountability, and continuous improvement
Own the strategy for client retention and satisfaction across SWIVEL’s portfolio
Develop engagement programs to strengthen relationships and increase loyalty
Monitor client health and proactively address risks to ensure long-term success
Drive product penetration and usage within existing accounts
Identify opportunities for upsell and cross-sell in collaboration with Sales
Partner with clients to align SWIVEL solutions with their strategic objectives
Serve as an executive-level point of contact for key clients
Conduct regular business reviews and strategic planning sessions
Build trust-based relationships with decision-makers and stakeholders
Examine customer journeys and identify gaps in customer-facing processes
Develop and execute tactical plans and measure outcomes to ensure client success
Identify and understand customer objectives and assemble SWIVEL solutions to meet their needs
Ensure customers are successfully using our products and achieving desired outcomes
Identify key performance indicators (KPIs) and metrics to measure team and customer performance
Identify opportunities for client engagement and product penetration, including defining how current and prospective customers could be configured based on their needs to achieve their goals
Act as a liaison between clients and internal teams (Product, Support, Sales)
Collaborate with internal cross functional leaders across Account Management and Sales
Provide client feedback to influence product roadmap and service enhancements
Ensure smooth onboarding and ongoing customer success processes
Implement best practices for onboarding, engagement, and retention
Track and report on client success metrics and team performance
Ensure compliance with contractual obligations and service-level agreements
Client retention and renewal rates
Increased product adoption and penetration
Customer satisfaction and Net Promoter Score (NPS)
Team performance and development outcomes
Qualification
Required
Minimum of seven (7) years in Customer Success, Account Management, or Client Services, with at least three (3) years in a leadership role
Proven experience driving client engagement and retention strategies
Strong relationship-building and executive communication skills
Ability to analyze data and translate insights into actionable strategies
Experience in SaaS or technology-driven environments preferred
Familiarity with financial services or related industries
Familiarity with payment solutions or financial technology platforms
Experience working with banks, credit unions, or financial institution ecosystems
Experience with CRM tools and customer success platforms
Strategic thinker with a hands-on approach to execution
Inspires and develops high-performing teams
Champions client needs and ensures exceptional experiences
Drives deeper client relationships and product penetration
Aligns customer success initiatives with business goals
Works effectively across departments and with external stakeholders
Anticipates challenges and drives solutions proactively
Benefits
Competitive overall compensation package
Work/Life balance
Employee engagement activities and recognition awards
Years of Service awards
Career enhancement and growth opportunities
Leadership Academy and Mentor Program
Continuing education and career certifications
Variety of healthcare coverage options
Traditional and Roth 401(k) retirement plans
Lucrative Wellness Program
Company
SWIVEL
Swivel is an international financial services company was launched from SWBC.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Jenna Cantwell
Chief Operating Officer
Recent News
Morningstar.com
2025-11-13
2025-06-25
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