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Head of Customer Success



Customer Service, Sales & Business Development
United States · Remote
Posted on Friday, May 3, 2024

Finalis is building the largest investment banking platform in the world.

🚀 What does Finalis do?

Finalis is the leading platform enabling the securities brokerage landscape to operate legally and compliantly. The firm delivers a white-labeled regulatory affiliation and compliance back-office solution that supports a wide range of private market dealmaking including M&A, capital raising, private placements, direct participation programs, fintech marketplaces, and alternative investment sponsors.

Finalis provides additional leverage to securities brokers with the Finalis Platform, which delivers a hassle-free deal management solution and a Marketplace that connects brokers with one another to gain insights and explore collaborations.

Launched in 2020 and growing rapidly, the SF- and NYC-based firm is on a mission to power dealmakers by building the world’s largest dealmaking platform.

Join us in disrupting the securities industry, for good.

🌍 How does Finalis work?

  • We are a fully-remote company with Finalists distributed between the time zones of Central Standard Time and Eastern European Time .

  • If you’re located outside this time zone range, depending on the needs of your team, you may be requested to be available during specific hours.

  • Although we don’t have an official physical place to work, we promote gathering with your team or other colleagues whenever possible.

🤝 What about your team?

We’re looking for a Head of Customer Success who will roll up their sleeves and support our team from inside the trenches. As the leader and a key member of our Customer Success team, you will help craft the company's customer success strategies to strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about developing the talent on their team, a builder who uses analytical skills to identify problems, proactively build solutions, and improve relationships externally and internally. To succeed in this role, you should have relevant customer success, account management or sales experience and a demonstrated record of success leading teams through operational scaling & hyper growth amongst your customer base.

The Head of Customer Success reports directly to the Chief Revenue Officer

What will you be doing?

  • Collaborate with the CSMteam and CRO to maintain and evolve customer success strategies, incorporating best practices and creating customer support content that effectively addresses customer needs and enhances their overall experience

  • Own CSM account assignment process and expectations for CSMs across on-boarding, driving adoption, proving ROI to customers and flagging when a customer could be ready for an upsell to Sales. Key processes to build & create accountability for are: Time to OnBoard, Adoption Score, At-Risk customer model and Next Best Action Plays.

  • Coach your team to enhance overall relationships with assigned clients, taking ownership of their success by efficiently managing onboarding, implementation, training, driving adoption, ensuring retention, and consistently achieving high levels of customer satisfaction

  • Develop and nurture a trusted strategic advisor relationship with clients, actively driving ongoing value and maximizing the benefits they derive from our products and services

  • Contribute to the planning and development of customer communication strategies, leveraging customer insights and feedback to enhance messaging and ensure alignment with organizational goals and objectives

  • Assist in the development of content to educate customers and drive adoption / ROI of our platform

  • Stay updated on current events and trends within the capital markets & investment banking sectors, actively monitoring and analyzing industry developments to identify opportunities, potential challenges, and market insights that can inform and enhance customer success strategies and initiatives

  • Demonstrate excellent communication skills to effectively engage with senior-level management, both internally and externally, in order to gain a deep understanding of customer needs, drive retention and growth, and effectively convey valuable insights and learnings

  • Proactively manage and maintain customer success metrics and data, diligently following established protocols and guidelines to ensure accurate and up-to-date records are maintained for analysis, reporting, and decision-making purposes

  • Evaluate the customer journey, identifying key touchpoints and assessing how they are supported, while adopting a consultative approach to assist clients in overcoming challenges and achieving their goals effectively

  • Prepare and analyze NPS surveys, meticulously identifying areas for improvement and providing actionable insights to drive continuous enhancements in customer satisfaction and loyalty

  • Collaborate closely with the sales and marketing teams to effectively gather customer references, conducting in-depth interviews and leveraging customer success stories to develop compelling case studies that highlight the value and impact of our products and services

💬 Who are we looking for

  • You have exceptional written and spoken English (Proficient)

  • You have a Bachelor’s Degree

  • You have a minimum of 3 years of people leadership roles within Customer Success or Account Management

  • Comfortable working across multiple departments in a deadline-driven environment

  • You have excellent communication skills and strategic planning skills

  • You have strong organizational skills and project management skills

  • You can handle confidential information

  • You are analytical and have a process-oriented mindset

  • You have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines (multitasker who can quickly adjust priorities)

  • You are a self-starter, quick learner and highly organized with attention to detail

  • You have the ability to follow up; know what's going on at all times and respond quickly

  • You are flexible, patient, persistent and have a team spirit attitude

Bonus Track!

  • You have experience in Financial Services, Investment Banking or Capital Markets

  • Experience using CRM software and Customer Success or Support technology

🌟 What do we offer?

  • 100% Remote work (Work from wherever you want!)

  • Competitive USD salary

  • Generous Paid time-off (Vacation Time!)

  • 17 Flex Days (to use in national holidays or personal matters)

  • Professional Growth Benefit (take your skills to the next level!) 🚀

  • People Team Partner (to target your roadblocks and customize an action plan for your career path)

  • Buddy Program

  • Virtual After-Office Activities

  • Diverse Culture & Inclusive environment

  • Benefits Package

🌈 Why work with Finalis?

We are a fast-paced startup which will enable you to develop skills quickly and work in an entrepreneurial culture where building and taking intelligent risks is everyday business. As we have Finalists from different countries and cultures, we encourage our team members to develop their soft skills, boosting their ability to adapt themselves to different backgrounds.

Finalis’ core values:

  • We embody the trust we deliver

  • We are extremely proactive

  • We challenge conventional wisdom

  • We’re passionate about our work

  • We exercise stewardship with our users, investors and each other.

Finalis provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.