Director of Customer Success

Sedric is revolutionizing the way financial institutions ensure consumer protection and regulatory compliance while growing their business. As the only consumer finance compliance platform covering the entire compliance cycle, Sedric offers compliance teams comprehensive oversight to confidently manage their compliance operations. Recently awarded ‘Most Promising Fintech Startup’ by CitiBank and Visa, Sedric serves clients on three continents.

Responsibilities:

  • Develop and execute customer success strategies to ensure high satisfaction, retention, and growth
  • Lead, scale, and mentor the customer success team, fostering a high-performance culture
  • Oversee customer onboarding and create processes that ensure seamless experiences and long-term success
  • Build and refine cross-departmental processes that align customer success with Sales, Product, and Marketing efforts
  • Advocate for customers by gathering feedback and influencing product improvements and strategic initiatives
  • Collaborate with Sales to drive upsells, renewals, and account expansion, integrating customer success into overall business strategies
  • Monitor key performance metrics, optimize customer journeys, and reduce churn through data-driven decisions
  • Manage customer success operations, ensuring scalability as the company grows
  • Build and maintain strong relationships with key enterprise clients, serving as their primary point of contact
  • Represent Sedric at customer meetings, industry events, and other external engagements

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Requirements:

  • Bachelor’s degree in Business, Marketing, or a related field; advanced degree preferred
  • 7+ years of experience in customer success or account management, with B2B SaaS experience
  • Proven track record of building and scaling customer success teams and processes in a startup environment
  • Strong leadership skills with the ability to collaborate across departments and drive process improvements
  • Exceptional communication and interpersonal skills, with the ability to influence and engage senior executives and stakeholders
  • Strategic and analytical thinker with a data-driven approach to decision-making
  • Ability to integrate customer success efforts with broader business objectives, working closely with Sales, Product, and Marketing teams

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