Head of Platforms, Customer Success

Employer Industry: Financial Technology

• Opportunity for career advancement and growth within a leading financial infrastructure platform
• Competitive salary with potential for performance bonuses
• Work in a dynamic and innovative environment with a focus on customer success
• Collaborate with cross-functional teams to drive impactful results for high-value enterprise clients
• Chance to shape the future of financial technology and scalability for businesses
• Engage with C-level stakeholders and lead high-performing teams

• Lead and grow a team of platform-focused Customer Success Managers (CSMs), including hiring, coaching, and performance management
• Own strategic account planning and executive engagement for top platform accounts, defining multi-quarter roadmaps
• Set and measure clear goals focused on product distribution and business impact, reporting metrics at an executive level
• Build and implement programmatic account management processes to optimize engagement and renewals for strategic accounts
• Coordinate cross-functional delivery and manage escalations in support of annual growth initiatives

• 15+ years in customer-facing roles with at least 8+ years leading Customer Success, Account Management, or related teams
• Proven track record of driving organizational change and delivering strong outcomes in cross-functional environments
• Strong programmatic and strategic skills, including account planning and project management
• Excellent written and oral communication skills with experience presenting to C-level stakeholders
• Bachelor’s degree or equivalent practical experience

• Experience in commerce platforms, payments, or fintech; familiarity with the employer's products is a plus
• Experience with CRM/CSM tooling and data platforms (Salesforce, Gainsight, Looker, or other BI tools)
• Prior experience in a high-growth, matrixed organization

#Financial Technology #Customer Success #Leadership #Career Growth #Innovation

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