Director of Customer Success B2B

$202,000 - $247,000/Yr

Earnin - Palo Alto, CA

Full-time - Senior

Hybrid - Palo Alto, CA

Administrative and Support Services

About the position

The Director of Customer Success at EarnIn will lead the B2B team to drive partner launch, retention, and growth strategies while developing a high-performing customer success team. This role involves shaping the business from the ground up, focusing on innovative adoption strategies and fostering long-term customer relationships to enhance revenue generation.

Responsibilities

• Define the team strategy for best-in-class product adoption and revenue generation within the B2B portfolio.
• Own and manage the B2B portfolio of accounts, fostering long-term customer relationships and driving customer retention.
• Reduce churn and identify opportunities for upselling or cross-selling additional products or services.
• Experiment quickly and create innovative solutions to drive growth, scaling insights into world-class scalable playbooks.
• Gather feedback from customers to understand their needs and advocate for product improvements internally.
• Cultivate customer advocacy and community by encouraging customers to become brand ambassadors and engage in case studies.
• Lead and develop a team that consistently exceeds goals and drives sustainable revenue for Earnin.
• Define strategies, set targets, and design growth plans aligned with business goals.
• Establish and monitor forecasts and performance metrics to ensure goals are met and provide updates to senior leadership.
• Enhance customer success productivity through infrastructure and tooling optimization.

Requirements

• 10+ years of sustained strong customer success performance.
• 5+ years of experience managing teams to achieve personal and shared goals.
• 3+ years of experience selling into Enterprise-sized organizations.
• Strong business acumen with the ability to understand business models and identify opportunities.
• Ability to drive results within multi-stakeholder environments.
• Data-driven strategist with strong communication and presentation skills.
• Experience in defining customer success metrics and driving decisions based on data.
• Ability to identify enterprise client pains and develop compelling value propositions.
• Proven ability to hire and recruit top customer success talent.
• Bachelor's degree required; MBA or Master's Degree is a plus.

Nice-to-haves

• Experience selling financial services or HR/Benefits industry experience.
• Start-up or fast-paced, competitive environment experience.

Benefits

• Competitive salary range of $202,000 to $247,000 + equity + benefits.
• Hybrid work model with expectations of working from the Palo Alto office at least 2 days per week.