Director, Customer Success

3 weeks ago
Full-time
Executive
Customer and Technical Support
Total Expert

Total Expert

Total Expert is a fintech company offering a purpose-built customer engagement platform for financial institutions, enabling seamless marketing, compliance, and customer relationship management to drive growth and loyalty.

Diversified Financial Services
251-1K
Founded 2012
$86M raised

Description

  • Own GRR, NRR, renewal execution, downsell mitigation, and attrition outcomes for the customer portfolio.
  • Establish renewal cadences, forecasting processes, escalation models, and at-risk governance.
  • Coach CSMs to co-own commercial outcomes with Sales, including value realization, price defense, and multi-year renewals.
  • Operate and refine data-driven health scoring, risk identification, mitigation plans, and customer success playbooks.
  • Manage segmentation, tiered coverage, book balancing, capacity planning, and QBR/EBR standards in Planhat.
  • Lead, coach, recruit, and develop a team of up to 10 CSMs, including performance management and career development.
  • Drive AI-enabled and digital customer success through automation, predictive scoring, conversation intelligence, and AI-assisted workflows.
  • Partner with Sales, Product, Engineering, Professional Services, Support, Technical Account Management, and CS Operations.
  • Provide executive reporting on retention forecasts, portfolio risk, operating-model execution, and team performance.

Requirements

  • 8+ years of experience in Customer Success, account management, or retention in B2B SaaS, with direct ownership of retention or revenue targets.
  • 4+ years leading Customer Success or account management teams with individual NRR, renewal, or retention quotas.
  • 3+ years in mortgage, banking, credit union, fintech, or related financial services.
  • Proven success improving GRR and NRR while reducing controllable churn and downsell.
  • Experience operating tiered or segmented coverage models, including capacity planning and playbook design.
  • Hands-on experience with Planhat, Gainsight, or a similar Customer Success Platform, including health scoring and forecast governance.
  • Experience building reliable renewal forecasts and managing disciplined at-risk pipelines.
  • Commercial experience with renewals, ROI and value-realization cases, price defense, and multi-year agreements.
  • Working knowledge of the mortgage lifecycle and lender operations.
  • Hands-on player-coach leadership style with executive-level customer communication skills.
  • Ability to travel up to 25%; U.S. work authorization required, with no visa sponsorship available.
  • Preferred: experience with Pendo, digital or low-touch CS, AI-enabled CS workflows, mortgage-focused SaaS, lender technology ecosystems, regulated buyers, and BI tools such as Domo, Looker, or Tableau.

Benefits

  • Base salary of $180,000–$200,000 annually, plus quota-based variable compensation.
  • Employee Stock Option Plan eligibility.
  • Medical, dental, vision, HSA, and FSA benefits.
  • Company-paid life insurance and short- and long-term disability coverage.
  • Flexible Time-Off and paid parental leave.
  • 401(k) with employer match.
  • Remote work outside Minneapolis; hybrid schedule with three office days per week for Minneapolis-area employees.

Interested in this position?

Apply directly on the company website

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