Associate Director of Customer Success (Remote)
Position Summary
We are looking for an experienced and strategic Associate Director of Customer Success to lead our Customer Success function. You will own the strategic direction of customer success (driving retention, satisfaction, and advocacy across our client base), while leading, mentoring, and developing a team of Customer Success Managers.
This is a hands-on leadership role at the intersection of client relationships, product strategy, and commercial performance. You will carry your own retention/expansion quota and manage a portfolio of key accounts directly, alongside leading the team, ideal for someone who has scaled a customer success function before and is passionate about building long-term client value in the blockchain/compliance technology space.
Duties and Responsibilities
Strategic Leadership
Develop and implement the company's customer success strategy, aligning retention and satisfaction goals with broader commercial objectives.
Regularly review customer success metrics and progress against goals, adjusting strategy and resourcing as needed.
Customer Insights & Relationship Management
Perform comprehensive customer feedback and satisfaction analysis to identify trends, risks, and opportunities across the portfolio.
Build and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded.
Develop strategies to foster customer loyalty, advocacy, and expansion.
Team Management
Lead, mentor, and develop the Customer Success team, setting individual and team goals tied to retention and satisfaction outcomes.
Establish playbooks, processes, and standards (onboarding, QBRs, health scoring, escalation paths) for the team to execute against.
Cross-Functional Collaboration
Serve as the voice of the customer internally, working with Product and Engineering to communicate feedback and advocate for improvements based on customer needs and trends.
Partner with Sales on renewal, upsell, and cross-sell strategy across the portfolio.
Budget & Commercial Ownership
Manage and allocate the Customer Success unit's budget efficiently to maximize retention and satisfaction outcomes.
Own the CS team's contribution to retention and expansion revenue targets.
External Representation
Represent the company at industry events and manage customer outreach and engagement campaigns.
Other relevant tasks as assigned by the management team.
Requirements
6+ years of experience in Customer Success, Account Management, or a client-facing leadership role, including 2+ years managing or mentoring a team.
Comfortable staying hands-on with a portfolio of key accounts and carrying a personal retention/expansion quota alongside team leadership responsibilities.
Proven track record of developing and executing customer success strategy that measurably improved retention and satisfaction.
Experience managing a departmental budget.
Solid understanding of blockchain fundamentals, cryptocurrency markets, or financial crime compliance (AML/KYC), or the ability to ramp up quickly in this domain.
Excellent communication and stakeholder management skills, with the ability to work closely with CRO/CEO-level leadership and represent the company externally.
Strong analytical, data-driven approach to managing a portfolio and a team.
Comfortable operating in a fast-paced, remote-first, multi-jurisdictional environment.
Nice to Have
Experience in fintech, SaaS, or compliance technology.
Experience using CRM platforms (e.g. HubSpot) to manage account health and reporting at a team level.
Prior experience building a Customer Success function from an early or mid stage.