Head of Customer Success

Role

The Head of Customer Success is a key senior leader within sFOX who will ensure the organization delivers the highest quality experience for our clients. This individual will have direct accountability for the success and engagement of all clients and their activities post sales. This will include, but is not limited to, ensuring clients are on-boarded in an expeditious manner, ramp up their usage of the platform effectively, are consistently engaged during the life of their engagement with sFOX and ensure their overall relationship is managed proactively. This position will be responsible for developing engagement strategies and implementing the programs in collaboration with other functions within the company. The Client Success Manager will directly oversee client success functions of the organization including the hiring and development of its personnel. This position will collaborate closely with the Head of Operations, and entire executive leadership team, to build sFOX’s client relationship methodology, track its efficacy, and mature our programs as the organization grows. We are looking for a leader who has a passion for developing processes, tracking the effectiveness of activities, developing meaningful relationships based on trust with clients and developing their personnel to reach their full potential.

Responsibilities

• Own and execute all aspects of the client success function post sale

• Lead and develop the personnel of the client operations, client support, client operations teams

• Develop strategies to provide high touch service to our client base and the outline the programs required to achieve the desired outcomes

• Develop standardized key performance indicators (KPIs) for the teams, in collaboration with executive leadership, to monitor client service operations and maintain reporting

• Continually monitor and optimize the operational performance of the teams

• Develop standardized client platform usage reporting and visuals to be shared with the clients in their strategic reviews

• Collaborate with the senior leaders of other functions throughout the business to solve identified problems and, or, improve processes 

• Maintain budgetary discipline of the clients services functions while advocating for strategic expenditures which allow the teams to better achieve company objectives

• Develop presentations with the clients services metrics in collaboration with the Head of Operations, and other executive team members, for consumption by investors and the board of directors

• Ensure all aspects of the client experience with sFOX are of the highest quality are both scalable and replicable as the company grows

Requirements

• Proven leader of diverse teams with experience in developing personnel to their fullest potential and growing a team to meet the needs of a rapidly scaling business

• A team first attitude and desire to lead by example

• Experience developing key performance indicators and tracking aspects of clients, or internal teams, activities to identify issues and opportunities

• A track record of maturing a business functions processes and bolstering infrastructure to enable scalable growth and efficiency

• A customer focused approach to problem solving with a desire to ensure every client experience is of the highest quality

• Experience developing and presenting client facing materials and managing client interactions

• Experience working and leading teams within the financial services industry, ideally with institutional investors

• Experience collaborating with senior and executive leadership to develop client oriented strategic initiatives and implement them utilizing resources from multiple teams

• Strong ability to synthesize data into actionable outputs

Nice to Have

• A deep interest in the digital assets / crypto space, direct experience preferred

• Experience leading geographically dispersed teams in a remote first environment

• Experience working with or leading client success teams

• Experience building a business function from early team member hiring to fully mature operations

• General familiarity with APIs and trading

sFox is a remote first company. The expected salary range for this role is $150,000-$175,000 annually and will commensurate with experience, qualifications and location.