Senior Vice President of Customer Success leading global strategy at a top alumni engagement platform in the financial sector.
About the role
- Director of Client Success managing client onboarding and relationships for ClarityPay, a fintech company. Focused on driving performance and satisfaction for clients utilizing point-of-sale financing solutions.
Responsibilities
- Be the main point of contact, channeling needs between clients (merchants, service providers, and platforms) and internal teams (e.g., Product, Operations, Legal).
- Lead the overall client implementation work plan, working closely with Business Development for an effective transition and collaborating with internal teams (e.g., Product, Compliance, Marketing, Risk, Operations, and Finance) and client associates.
- Establish client and internal expectations for performance, drive results, track actual versus expectations, and report to client and internal stakeholders.
- Continually monitor and analyze performance and customer experience data.
- Develop growth and success plans, identify opportunities, present value-added analysis, and ensure program performance aligns with strategy.
- Handle day-to-day operational issues and provide support to clients. This includes advocating with the internal support teams to address issues within SLAs.
- Coordinate, develop, and deliver regular client reviews and updates.
- Ensure legal and compliance requirements are addressed.
- Ensure all contractual obligations are fulfilled.
- Share best practices and learnings to improve internal results.
- Perform other duties and/or special projects as assigned.
- Continually promote and apply ClarityPay values, be a role model of trust and integrity.
Requirements
- 5+ years of experience in point-of-sale financing, BNPL, private label credit cards, co-brand credit cards, or other partner lending business.
- Strong data analysis skills.
- Experience preparing presentations such as client business reviews.
- Exceptional communication and executive presentation skills.
- Financial acumen, prefer knowledge of lending and the key levers.
- Able to work independently following established guidelines and have\n• Demonstrated ability to work in early-stage environments, help shape strategy and product, collaborate well with others, and focus on solutions to address challenges.
- Able to travel up to 20% of the time.
- Strong PowerPoint, Excel, and Word skills.
Benefits
- Competitive fixed and variable compensation package.
- Comprehensive benefits (medical, dental, vision).
- Collaborative office culture with a strong focus on clients and their customers.
- Opportunities to grow, lead, and shape the future of consumer finance.
- 401k program.
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