Director of Customer Success

sFOX is seeking a Director of Customer Success to ensure the organization delivers the highest quality experience for its clients. This role involves direct accountability for the success and engagement of all clients post-sales. The Director will develop engagement strategies, implement programs, and oversee client success functions, including hiring and development of personnel. They will collaborate with the Head of Finance and Operations and the executive leadership team to build sFOX’s client relationship methodology and track its efficacy.

Responsibilities include:

• Owning and executing all aspects of the client success function post-sale.
• Leading and developing client operations, client support, and client operations teams.
• Developing strategies to provide high-touch service to the client base.
• Developing standardized KPIs for the teams.
• Monitoring and optimizing the operational performance of the teams.
• Developing standardized client platform usage reporting.
• Collaborating with senior leaders to solve problems and improve processes.
• Maintaining budgetary discipline of the client services functions.
• Developing presentations with client services metrics.
• Ensuring all aspects of the client experience with sFOX are of the highest quality.

Requirements include:

• Experience within trading.
• Proven leader of diverse teams.
• Experience developing key performance indicators.
• A track record of maturing business functions processes.
• A customer-focused approach to problem-solving.
• Experience developing and presenting client-facing materials.
• Experience working and leading teams within the financial services industry.
• Strong ability to synthesize data into actionable outputs.

sFOX offers:

• Remote work.
• Competitive salary and bonus structure.
• Equity options.
• Comprehensive benefits package.
• Dynamic work environment.