Strategic Customer Success Director for FinTech & Insurance

Requirements

• Proven track record (8+ years) in Customer Success, Account Management, or similar roles within a B2B SaaS or FinTech/InsurTech scale‑up environment

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• Proven experience managing Tier 1 customers with high ARR, complexity and executive stakeholders

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• Demonstrated success driving adoption and retention through structured account planning, executive engagement, and roadmap influence across complex customer environments

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• Familiarity with risk management processes, compliance frameworks, and audit requirements in regulated financial environments

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• Experience collaborating cross‑functionally with Sales, Product, and Operations to influence roadmap and deliver customer outcomes

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• Proven ability to manage QBRs and co‑own account strategy, forecasting, and expansion pipelines with Sales colleagues

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• Exposure to customer‑facing process design ensuring SLA adherence and compliance with client money rules and trust account management

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• Established vertical expertise (e.g. insurance, payments, fintech, or adjacent regulated industries)

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• Strategic thinking with the ability to translate business objectives into actionable customer success strategies

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• Applies strong commercial acumen, using best‑practice tools, cross‑team collaboration, and a revenue‑focused approach

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• Uses vertical expertise to advise customers and inform account strategies

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• Possesses strong executive presence and communicates with clarity, confidence, and influence at all levels of a matrixed business — acting as the voice of the customer

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• Influential leader and mentor, capable of shaping behaviours, standards, and outcomes across teams

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• Excellent analytical and data‑driven mindset, with experience defining and tracking health metrics (adoption, STP %, reconciliation accuracy, self‑sufficiency)

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• Strong problem‑solving and process improvement capabilities

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• Ability to thrive in a fast‑paced, high‑growth environment, balancing strategic priorities with operational execution

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• Ability to manage complex accounts, multi‑stakeholder initiatives, and non‑standard situations independently while escalating when appropriate

What the job involves

• The Customer Success Director is responsible for owning and growing a portfolio of Tier 1 customers, managing the end‑to‑end post‑sale lifecycle for complex, high‑value accounts

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• This role drives systemic adoption, accelerates value realization, and delivers strong renewal and expansion outcomes, acting as both a trusted advisor and strategic advocate to customers

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• The Customer Success Director brings deep, established expertise in the insurance industry, including emerging trends, regulatory requirements, and best practices, enabling them to provide informed guidance, influence strategic decision‑making, and enhance customer outcomes

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• This role is both strategic and hands‑on

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• As a player‑coach, you will mentor Customer Success Managers, lead cross‑functional initiatives, and partner closely with Operations, Product, and Sales to optimise workflows, influence roadmap prioritisation, and drive measurable improvements in key performance metrics, including straight‑through processing (STP) and reconciliation accuracy

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• Define and execute customer success strategies for complex Tier 1 accounts, driving systemic adoption improvements across portfolios

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• Own executive relationships for top‑tier accounts alongside Sales; influencing strategic decisions and account direction

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• Co‑own renewal forecasting and expansion pipelines, leading strategic account planning and growth initiatives

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• Partner with Delivery & Operations to optimise workflows, drive improvements in STP % and reconciliation accuracy

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• Act as a strategic advocate for customers, influencing product roadmap and prioritisation and leading customer councils or betas

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• Lead change programs through designing best practice and driving adoption internally and externally

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• Architect outcome‑driven customer lifecycle strategies and mentor Customer Success Managers to ensure consistent execution and business impact

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• Lead multi‑stakeholder QBRs, delivering ROI playbacks and aligning strategic objectives across Product, Sales, Operations, and customer teams

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• Shape renewal forecasting and expansion pipeline quality, influencing commercial strategy and revenue outcomes

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• Navigate ambiguity to resolve complex, non‑standard issues, establishing clear guidance for others to proactively reduce repeat escalations

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• Act as a player‑coach, leading cross‑functional initiatives and contributing to hiring and onboarding of new Customer Success Managers

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• Develop strong vertical expertise, following industry insight and trends to guide customers and demonstrate contextual understanding

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