Head Of Customer Success

Summary

Join sFOX as the Head 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, overseeing onboarding, platform usage, and proactive relationship management. Responsibilities include developing engagement strategies, implementing programs, and managing the client success team. Collaboration with other departments and executive leadership is crucial for building client relationship methodologies and tracking efficacy. This leadership position requires a passion for process development, relationship building, and team development. The ideal candidate will have a proven track record of success in a similar role within the financial services industry.

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
• Salary range: $150,000-$175,000 annually