VP, Customer Success – Financial Services

Job Description:

• Drive Customer Value & Growth
• Ensure every customer experiences a consistent, high‑quality engagement throughout their lifecycle, with tailored strategies for the unique needs of Financial Services customers
• Partner across CS, Sales, Product, Marketing, and Services leadership to drive adoption, retention, and expansion across the customer base, with a focus on accelerating growth within the FS segment
• Provide executive sponsorship and serve as a trusted advisor to C‑level stakeholders across major Financial Services institutions
• Cultivate Deep Product Expertise
• Develop and maintain deep knowledge of our platform and its integrations within customer environments, including the specialized workflows, compliance considerations, and distribution models unique to Financial Services
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption across FS sub‑verticals
• Champion both product and industry expertise as differentiators for our team, reinforcing credibility and trust with customers at every level
• Foster a High-Performance Culture
• Hire, coach, and develop top talent within your CSM team, including leaders and CSMs dedicated to the Financial Services segment
• Set and uphold high performance and engagement standards, balancing accountability with empathy
• Cultivate a culture that embodies our mission, vision, and values
• Collaborate Cross-Functionally
• Partner with Product leadership to channel customer insights — especially those tied to FS regulatory, compliance, and workflow needs — into product strategy and innovation
• Work with Marketing and Sales to align customer advocacy, reference‑ability, and expansion opportunities within the FS vertical
• Collaborate with Operations and Analytics to ensure data‑driven decision‑making across the CSM function, including FS‑specific health metrics, adoption patterns, and risk indicators
• Lead & Scale the Organization
• Build and inspire a Customer Success organization that sets the standard for excellence and drives outcomes across all segments, with a scalable model that supports the growth and complexity of Financial Services customers
• Build and optimize scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes across the broader CS organization and within the FS vertical.

Requirements:

• 12+ years of experience leading high‑performing Customer Success or post‑sales organizations in a SaaS environment
• Experience supporting or leading Customer Success teams within Financial Services (Banking, Wealth, Insurance, or Capital Markets) is strongly preferred
• 5+ years of direct client management experience with enterprise‑level customers, ideally including large FS institutions
• Demonstrated ability to design, build, and scale CS organizations and processes
• Track record of owning retention, growth, and customer satisfaction metrics across a large customer base
• Proven leadership and decision‑making capabilities with strong operational rigor
• Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage externally with C‑level executives
• Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics
• Experience working cross‑functionally with Product, Sales, Services, and Marketing to deliver seamless customer outcomes
• Strong technical and product acumen, with the ability to translate customer needs — including FS‑specific regulatory and workflow requirements — into product strategy
• Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities
• Proven track record of defining and optimizing customer success processes to drive scale and impact.

Benefits:

• Seismic's incentive plans
• Fair and equitable compensation practices

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