Director of Customer Success

About the role

At MSA, we help people manage their financial lives and strengthen employer relationships through personalized financial coaching. This role involves building the customer success function from the ground up, designing systems for segmentation, health scoring, renewal forecasting, and operating model development. The successful candidate will lead a team of customer success managers and education engagement coordinators, focusing on retention, growth, and strategic account management.

Responsibilities

• Design and implement the operating model for customer success, including segmentation, sponsor health scoring, renewal cadence, escalation routing, business reviews, and forecasting.
• Lead a capable team of customer success managers and education engagement coordinators, coaching them towards stronger renewals and expansion.
• Own retention and growth metrics, ensuring gross and net revenue retention across the direct-employer book.
• Stay closely involved with key accounts, personally stewarding one or two strategic sponsors and leading challenging escalations.
• Connect member engagement to return on investment (ROI), turning member utilization data into compelling partnership stories.
• Bring real account insights to product, marketing, coaching, and growth teams, representing the sponsor's perspective effectively.

Requirements

• Built a customer success function before, designing systems rather than running someone else's.
• Owns retention with real numbers, such as Gross Renewal Rate (GRR) and Net Retention Rate (NRR) on a genuine book, and has driven expansion and led executive business reviews.
• Has led and developed customer success managers, holding them accountable for outcomes.
• Has experience in financial wellness, benefits, EAP, HR tech, or fintech B2B2C, and understands how HR and VP-Benefits partners think.
• 5-7 years of experience in customer success or strategic account management, with a track record of leading and staying hands-on.

Qualifications

• Strong leadership skills and the ability to mentor and develop a team.
• Experience in building and scaling customer success functions.
• Proven track record in driving retention and growth metrics.
• Understanding of financial wellness, benefits, and HR technology.
• Ability to connect member engagement to business outcomes.
• Effective communication and stakeholder management skills.

Skills

• Customer success management and strategy development.
• Financial wellness and benefits expertise.
• HR technology and fintech B2B2C knowledge.
• Strategic account management and leadership.
• Team building and development.

Benefits

• $140,000 base salary plus a performance-based bonus tied to retention, expansion, and function-building.
• Paid Time Off (PTO): 2 weeks of paid vacation, plus accrued sick time.
• Holidays: 9 company holidays plus a floating holiday.
• 401(k) matching: 50% of employee deferrals up to 8%.
• Health benefits: competitive medical plans with HRA funding, FSA, and DCFSA options; comprehensive dental and vision coverage.
• Life insurance: basic and voluntary options.
• Technology and wellness stipends.
• Remote work flexibility across the company's nationwide footprint.