Director of Customer Success

Summary

Join sFOX as the Director of Customer Success, a key senior leadership role ensuring top-quality client experiences. You will be directly accountable for client success and engagement post-sales, including onboarding, platform usage, and proactive relationship management. Responsibilities include developing engagement strategies, implementing programs, overseeing client success functions, and hiring/developing personnel. Close collaboration with the Head of Finance and Operations and executive leadership is crucial for building client relationship methodologies and tracking efficacy. The ideal candidate is a passionate leader skilled in process development, relationship building, and team development, ensuring a high-quality, scalable, and replicable client experience.

Requirements

• Proven leader of diverse teams with experience in developing personnel to their fullest potential and growing a team to meet the needs of a rapidly scaling business
• A team first attitude and desire to lead by example
• Experience developing key performance indicators and tracking aspects of clients, or internal teams, activities to identify issues and opportunities
• A track record of maturing a business functions processes and bolstering infrastructure to enable scalable growth and efficiency
• A customer focused approach to problem solving with a desire to ensure every client experience is of the highest quality
• Experience developing and presenting client facing materials and managing client interactions
• Experience working and leading teams within the financial services industry, ideally with institutional investors
• Experience collaborating with senior and executive leadership to develop client oriented strategic initiatives and implement them utilizing resources from multiple teams
• Strong ability to synthesize data into actionable outputs

Responsibilities

• Own and execute all aspects of the client success function post sale
• Lead and develop the personnel of the client operations, client support, client operations teams
• Develop strategies to provide high touch service to our client base and the outline the programs required to achieve the desired outcomes
• Develop standardized key performance indicators (KPIs) for the teams, in collaboration with executive leadership, to monitor client service operations and maintain reporting
• Continually monitor and optimize the operational performance of the teams
• Develop standardized client platform usage reporting and visuals to be shared with the clients in their strategic reviews
• Collaborate with the senior leaders of other functions throughout the business to solve identified problems and, or, improve processes
• Maintain budgetary discipline of the clients services functions while advocating for strategic expenditures which allow the teams to better achieve company objectives
• Develop presentations with the clients services metrics in collaboration with the Head of Operations, and other executive team members, for consumption by investors and the board of directors
• Ensure all aspects of the client experience with sFOX are of the highest quality are both scalable and replicable as the company grows

Preferred Qualifications

• A deep interest in the digital assets / crypto space, direct experience preferred
• Experience leading geographically dispersed teams in a remote first environment
• Experience working with or leading client success teams
• Experience building a business function from early team member hiring to fully mature operations
• General familiarity with APIs and trading

Benefits

• Remote work, with option to work with colleagues based in Seattle, LA, San Diego, and Nashville
• Competitive Salary: A competitive salary and bonus structure, with opportunities for growth and professional development
• Equity Options: Equity options in a rapidly growing company
• Comprehensive Benefits: A comprehensive benefits package, including health insurance, retirement plans, and paid time off
• Dynamic Work Environment: A dynamic and supportive work environment, with a team of experienced professionals passionate about the crypto industry