Director of Customer Success

Street Diligence is a high-growth FinTech start-up with an innovative product offering and ambitious expansion plans. Our clients include leading financial institutions that use our platform to analyze and negotiate advantageous terms in legal and financial contracts.  We break down key terms, identify what’s “market” and “off-market” and flags risks embedded in contract terms.  Our platform also provides unique visuals, benchmarking and comparison to place negotiations and contracts in context.  Founded in 2012, Street Diligence is headquartered in New York.

THE ROLE

Street Diligence is looking for a Director of Customer Success to join our Operations team and support our client relationships. You will partner with the CTO & Director of Operations to own the onboarding of new clients and foster ongoing relationships with our current clients. This individual has a unique blend of communication skills, business acumen, creative problem solving, and project management skills. This role will report into the Director of Operations.

WHAT YOU’LL DO:

• Create and refine the perfect onboarding process for new clients to ensure seamless implementation and set the client up for success and a long partnership.
• Establish, monitor, and communicate critical performance indicators (KPIs) concerning client success such as client satisfaction scores, client engagement, and overall client health. Leverage these insights to develop and refine client success strategy.
• Craft and understand each of our client’s journeys and pain points to facilitate and oversee personalized success strategies. Utilize segmentation to pinpoint clients with high growth potential and customize engagement accordingly.
• Creative thinker that is always looking for better ways of doing things with the ability to effectively communicate new ideas and their potential impact on the organization.
• Excellent project manager that can see the big picture while also drilling in on the details when necessary.
• Player/coach mentality who can manage other people’s work while also executing on their own portfolio of projects.

Basic Qualifications

• Have 2-3 year of experience in a client facing role at a B2B SaaS company, such as success, support or sales
• Capable of understanding and effectively communicating complex concept to clients
• Stellar communication & project management skills, both internally and externally to ensure the execution and delivery of projects on time and within scope
• Proactive and strategic thinking, centered on delivering tangible outcomes
• Client centric attitude, always looking to increase the client’s experience and looking at things from their perspective

Desired Qualifications

• Bachelor’s degree in Business Administration, Project Management, Communications, or a related field
• Experience with CRM systems like Salesforce and project management tools like Jira

We know that not everyone will meet all of the qualifications listed above. If your experience doesn’t perfectly align, but you believe you’d be a strong fit for the team, we encourage you to apply. We’re eager to learn more about what you can offer!

Street Diligence is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state or local law. Street Diligence participates in the E-Verify employment system of the U.S. Government.