What are the responsibilities and job description for the Director of Customer Success - Fintech position at 3Search?
Title: Director, Customer Success
Location: NYC or Washington, DC (Hybrid)
Base Salary: $150K–$190K (depending on experience)
A fast-growing fintech company supporting healthcare practices is hiring a Director, Customer Success to build out its CS function from the ground up. This company has scaled rapidly and now serves hundreds of customers — but until now, has relied on a single junior CSM. They're ready to invest in leadership and infrastructure to support and expand their customer base.
The Opportunity:
This is a hands-on, high-impact role. The Senior CSM will design and implement scalable processes and frameworks — from customer segmentation and health scoring to QBR structures, feedback loops, and tooling. You'll define what CS means for the company, act as the voice of the customer, and work closely with cross-functional teams, especially a remote engineering team.
Key Responsibilities:
- Build and own the Customer Success playbook
- Define success metrics and reporting standards
- Design scalable workflows for onboarding, support, and engagement
- Collaborate with engineering and product to deliver customer feedback
- Help shape a growing CS team, mentoring junior hires and setting structure
Ideal Experience:
- 6–10 years in Customer Success or similar client-facing roles
- Proven success owning or building CS processes at early-stage startups
- Experience managing large volumes of accounts (not enterprise clients)
- Comfortable working cross-functionally with technical teams
- Background in fintech, B2B SaaS, or healthcare is a strong plus
- Flexible availability to work with an engineering team in Asia.
Salary : $150,000 - $190,000
