TITLE: Director of Customer Success

LOCATION: Remote

REPORTS TO: VP of Account Management

KEY RELATIONSHIPS AND TEAM: The Director of Customer Success will report directly to the Vice President of Account Management and will operate as a core member of the Account Management team. In this highly collaborative role, the individual will act as a strategic connector across multiple departments within F&I Sentinel while ensuring seamless alignment between internal product initiatives and customer-facing objectives. The individual will work closely with key internal stakeholders including Sales, Marketing, Data and Analytics, Customer Success, Lender Support, and Product/Technology teams. These relationships are critical for aligning strategic priorities, ensuring consistent execution of customer-aligned initiatives, and delivering impactful outcomes across the business.

Externally, the Director of Customer Success will engage with lenders and key customers to support product onboarding, deliver insights, and ensure alignment between customer expectations and internal execution. This seat also includes leadership responsibilities, overseeing a team focused on service delivery and customer adoption performance. As both a strategic liaison and an operational leader, this position is integral to driving customer-focused outcomes, cross-functional alignment, enhancing visibility into product adoption and performance, and maximizing business value through the account management lens..

THE OPPORTUNITY: The Director of Customer Success plays a pivotal role within the Account Management function by translating product adoption trends and customer feedback into actionable insights and operational strategies. This individual will help bridge the gap between product vision and customer success by equipping teams with the tools, data, and alignment needed to drive measurable value and alignment needed to deliver exceptional value to customers. customer You will influence both day-to-day operations and long-term strategy by translating product adoption data into actionable business intelligence, enabling seamless cross-functional collaboration, developing business intelligence assets, and equipping teams to drive product value in ways that support customer retention, upsell, and satisfaction. This role is ideal for someone who thrives at the intersection of systems thinking, executional detail, and strategic impact, offering the chance to drive business impact through strategic operations and cross-functional collaboration.

Specifically, the Director of Customer Success will have responsibility in:

• Translating customer-facing product adoption and usage into internal product priorities and strategies.
• Building and maintaining dashboards, conducting cohort analysis, and developing explainability tools that deliver insights to internal and external stakeholders.
• Acting as a strategic connector across product, sales, marketing, and account management teams to align on product adoption, roadmap, and voice of the customer.
• Managing and facilitating the prioritization of product features and track delivery status for account management-driven requests.
• Establishing and managing key performance indicators (KPIs) for product operations and monitor ongoing product engagement.
• Partnering with sales and account management to surface product adoption metrics that demonstrate clear business value and enhancing upsell opportunities.
• Creating materials and briefing documents for executive stakeholders that distill complex data into clear, actionable insights.
• Supporting go-to-market operational planning by coordinating across teams to ensure seamless product releases and adoption.
• Providing operational support for lender compliance, including timely and accurate delivery of due diligence materials.
• Leading and coaching a high-performing team to maintain service level agreements (SLAs), deliver proactive support, and drive adoption outcomes.
• Other duties as assigned.

Professional Qualifications:

The following knowledge, skills, education, and experiences are required:

• Bachelor’s degree in Business, Account Management, Product Management, Operations, or a related field
• 5+ years of experience in a product operations, business operations, or strategic project management role
• Proven experience working cross-functionally with product, sales, and customer success teams
• Strong analytical skills with proficiency in tools such as Excel, BI tools (e.g., Tableau, Power BI), and CRM platforms (e.g., Salesforce)
• Excellent written and verbal communication skills; able to create clear, data-backed presentations for executive audiences
• Demonstrated ability to drive strategic initiatives and align multiple stakeholders toward a common goal

The following knowledge, skills, and experiences are preferred, but not required:

• Experience in fintech, SaaS, or high-growth startup environments
• Familiarity with Office 365, Salesforce, Hubspot, and BI data warehouse systems
• Ability to coach or lead team members with a focus on service delivery and operational rigor

Why Consider Joining FIS now?

• The business is poised for accelerated growth
• The company's story is one of protecting financial institutions and consumers alike with respect to F&I products
• Competitive salary and performance-based bonuses
• Comprehensive benefits including medical, dental, vision, life insurance, and more.
• Generous PTO policy and paid holidays.
• Collaborative, supportive, and innovative work environment.

The following behaviors are required:

• Strategic Thinking: Ability to develop and execute operational strategies that align with product goals and broader business objectives.
• Leadership: Demonstrates initiative and influence across teams; may lead direct reports or project groups with accountability and vision.
• Customer-Centric Focus: Committed to understanding internal and external customer needs and translating those insights into operational priorities.
• Relationship Building: Builds strong, trust-based relationships across cross-functional teams and with external stakeholders.
• Collaboration: Effectively partners with product, sales, marketing, account management, and technical teams to drive aligned outcomes.
• Results-Driven: Focuses on delivering actionable insights, process improvements, and measurable impact through product operations.
• Problem Solving: Proactively identifies inefficiencies and roadblocks, and implements scalable, data-informed solutions.
• Adaptability: Thrives in fast-paced environments, embracing change and evolving priorities with flexibility and resilience.
• Communication: Clearly communicates technical, strategic, and operational insights to diverse audiences, including executives.
• Decision Making: Makes informed, timely decisions that balance product strategy, operational constraints, and stakeholder needs.
• Operational Excellence: Brings discipline and precision to workflows, analytics, and reporting to ensure repeatable success.
• Coaching & Development: Invests in team and peer development through mentoring, feedback, and shared learning.
• Inclusive Leadership: Fosters an inclusive work environment that values diverse perspectives and collaborative contributions.

F&I Sentinel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.