Director, Customer Success

About the role

Bluevine is the largest small business banking platform in the U.S., redefining how entrepreneurs manage their money. We create modern financial solutions, from checking and lending to payments and beyond, designed to help small business owners grow, thrive, and take control of their financial future. Our best-in-class technology, advanced security, and deep understanding of the small business community give our customers the confidence to focus on what they do best.

Responsibilities

• Own US Customer Operations across key product lines, ensuring strong performance, quality, and customer outcomes.
• Own hiring strategy and execution across all geographies, ensuring we attract, ramp, and retain high-performing talent at scale; identify talent capable of working alongside AI tools and navigating a tech-enabled support ecosystem.
• Partner to design and optimize a distributed workforce model, balancing location strategy, cost efficiency, and customer experience.
• Enhance and enforce consistent global performance and attendance standards, including operating rhythms, KPIs, accountability frameworks, and development of metrics for AI effectiveness.
• Build and implement processes, tools, and operating models that leverage Generative AI to improve efficiency while maintaining a high-quality customer experience.
• Analyze operational performance and customer trends; use predictive analytics to translate insights into actionable strategies and executive-level reporting.
• Partner cross-functionally (Product, Risk, Compliance, Marketing, HR, etc.) to influence roadmap decisions and improve end-to-end customer experience.
• Lead, develop, and mentor a team of leaders; build a strong leadership bench and inclusive, high-performance culture; foster a culture of AI fluency and continuous learning in a rapidly changing tech landscape.
• Drive continuous improvement across key metrics (CSAT, SLA, cost to serve, productivity, etc).
• Lead complex initiatives and ensure successful execution across a global organization.

Qualifications

• 12 + years of professional experience, including at least 7 years of people leadership within a financial services Customer Support Organization (Banking, Credit, or Lending preferred). Bachelor’s degree preferred.
• Proven experience overseeing the implementation of AI tools within a contact center environment is highly preferred.
• People-focused leader with proven ability to build creative and collaborative teams, develop talent, and align individual performance with business objectives.
• Strong knowledge of the current banking regulatory environment, payments, and emerging AI trends in contact centers.
• Ability to simplify complex issues, identify root causes, and drive scalable, AI-augmented solutions with high attention to detail.
• Exceptional verbal and written skills with the ability to articulate technical concepts and requirements clearly and succinctly.
• Advanced project management skills with a self-starter mindset and the ability to manage strict deadlines independently; experience managing digital transformation or AI-integration projects is a plus.
• A fast learner who uses data to drive decision-making and navigates ambiguity with a solutions-oriented mindset.
• Must be able to work in a hybrid environment (In-office 2 days/week). The primary schedule will be 9am-6pm MT. Ability to flex schedule to meet the demands of a global Contact Center with hours that span 8am EST to 8pm EST and at times the ability to be on call between 4am-8am EST.

Pay

New Hire Base Salary Range: $143,400 - $175,400

Schedule

The primary schedule will be 9am-6pm MT. Ability to flex schedule to meet the demands of a global Contact Center with hours that span 8am EST to 8pm EST and at times the ability to be on call between 4am-8am EST.