Customer Success Director (Brokers)

Requirements

• Proven track record (8+ years) in Customer Success, Account Management, or similar roles within a B2B SaaS or FinTech/InsurTech scale‑up environment
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• Proven experience managing Tier 1 customers with high ARR, complexity and executive stakeholders
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• Demonstrated success driving adoption and retention through structured account planning, executive engagement, and roadmap influence across complex customer environments
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• Familiarity with risk management processes, compliance frameworks, and audit requirements in regulated financial environments
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• Experience collaborating cross‑functionally with Sales, Product, and Operations to influence roadmap and deliver customer outcomes
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• Proven ability to manage QBRs and co‑own account strategy, forecasting, and expansion pipelines with Sales colleagues
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• Exposure to customer‑facing process design ensuring SLA adherence and compliance with client money rules and trust a...