Job Posting: Director, Customer Success

Role Summary & Impact Statement

The Director, Customer Success leads the strategy, team, and operating cadence that ensures customers realize measurable business value from Trust Science solutions—driving retention, expansion, and advocacy. This leader will own the Customer Success function end‑to‑end, including onboarding, adoption, renewals, executive relationships, and the CSM operating model. You will partner tightly with Sales, Product, Data/Analytics, Engineering, Security/Privacy, and Compliance to deliver outcomes for lenders using Credit Bureau+ and adjacent products in the U.S. and Canada.

This is a builder role: you will evolve our playbooks and systems from strong foundations to a scalable, data‑driven motion.

Key ResponsibilitiesOwnership (you own / are accountable for)

• CS Strategy & Operating Model: Define the Customer Success charter, segmentation, coverage model (ratio/tiers); set the annual CS plan and OKRs aligned to company goals.
• Value Realization & Renewals: Own GRR/NRR targets; institute joint success plans, executive business reviews (MBR/QBR/ABR), and renewal playbooks.
• Onboarding & Adoption: Standardize project plans, milestones, SLAs, training, and change‑management practices to reduce time‑to‑first‑value.
• Customer Health & Predictability: Define health signals, leading indicators, and risk/expansion alerts; drive portfolio reviews and forecast accuracy.
• Escalation Management: Establish tiering/runbooks; lead cross‑functional war‑rooms for high‑severity issues; drive root‑cause and prevention.
• Voice of Customer (VoC): Systematically capture insights; feed Product with prioritized requirements, UX feedback, and outcome narratives.
• Advocacy & References: Build a pipeline of case studies, references, and co‑marketing opportunities with measurable business outcomes.
• Process & Tooling: Own CS playbooks, SOPs, and tooling (e.g., HubSpot/SFDC, Jira/Confluence, BI dashboards, project tools); partner with BI to automate performance reporting.
• Compliance‑Aware Operations: Ensure CS practices respect CRA‑adjacent obligations (e.g., accuracy, dispute routing, adverse‑action inputs, data privacy) in partnership with Security/Privacy and Compliance.

Support (you influence / contribute to)

• Commercials & Expansion: Partner with Sales on opportunity strategy, pricing inputs, and approvals; create business cases tied to value realization.
• Product & Model Roadmaps: Contribute CS insights to prioritization and readiness for launches; coordinate enablement for customer rollout.
• Audits & Due Diligence: Support client audits, security questionnaires, and executive reviews with evidence, metrics, and narratives.

Competencies & Skills

Leadership

• Operates with executive presence; credible with lender executives and internal ELT.
• Drives alignment across Product, Engineering, Data/Analytics, Sales, and Compliance.

Customer & Domain

• Deep understanding of B2B SaaS/data value realization; familiarity with lending, credit risk, or financial services is strongly preferred.
• Bonus for exposure to consumer reporting/credit bureau environments, including CRA‑adjacent practices.

Operational Rigor

• Designs scalable processes and metrics; proficient with CRM/CS tools, BI dashboards, and project management.
• Comfortable with data narratives (cohorts, lift, A/B, adoption curves) and translating them into business impact.

Communication & Influence

• Exceptional written and verbal communication; simplifies complexity; facilitates high‑stakes meetings (renewals, escalations, QBRs).
• Active listener who surfaces risk early and frames trade‑offs clearly.

Qualifications

• 5-8+ years in Customer Success / Account Management for B2B SaaS or data products, an added bonus if you have experience leading teams.
• Demonstrated ownership of GRR/NRR targets and renewal/expansion playbooks.
• Experience building or maturing CS programs (health scoring, onboarding programs, QBRs, CS Ops).
• Experience partnering with Product/Engineering/Data in technical environments; comfort with APIs/integrations a plus.
• Fintech/lending/credit risk or CRA/credit bureau experience strongly preferred.
• Tools: HubSpot/Salesforce, Jira/Confluence, project tools (Asana/Smartsheet/Trello), BI (Looker/Power BI/Sheets), collaboration (Slack).

About Trust Science

Trust Science is a mission-driven fintech company advancing financial inclusion through AI-powered credit scoring and decisioning. Our platform enables lenders to find, assess, and approve more good borrowers—especially those underserved by traditional credit systems.

We believe Better Data = Better Decisions = Better Outcomes.

As a rapidly growing company, we're building a modern credit intelligence platform that blends data science, alternative data, and explainable AI to transform how credit decisions are made.

Job Type: Permanent

Experience:

• Customer Success / Account Mgt for B2B SaaS or data products: 5 years (preferred)

Work Location: Remote