Director, Customer Success, Financial Services

About the Team:

Our Customer Success team is made up of two distinct roles: Customer Success Managers and Account Managers. Customer Success Managers focus on driving product adoption and client outcomes, while Account Managers own and manage commercial relationships and identify growth opportunities. These teams partner to support a wide range of client personas from Fortune 5000 companies.
We act as consultative partners, helping clients solve challenges using our product and ensuring they have the data needed to make informed decisions. Our goal is to retain customers, maximize product usage, and grow relationships over time.

About the Role:

We're looking for a Director of Customer Success to own the strategy and execution of our APAC Customer Success team within our Financial Services business. This is a senior leadership role at the center of how AlphaSense retains, expands, and deepens relationships with our customers in the region and builds the team, programs, and infrastructure to do it at scale.

As a key member of the Customer Success leadership team, you'll lead a team consisting of both Account Managers and Customer Success Managers, playing a critical role in driving renewals and expanding customer relationships. This leader will guide the team to exceed retention targets, uncover growth opportunities, and partner closely with Sales to deliver long-term client value. You'll set the vision for how we deliver value across our APAC Financial Services customer base and own the results.

Who You Are:

• Proven Leader: You’ve successfully managed teams and are passionate about developing your people.

• Systems-Oriented: You’re a strategic thinker who excels at creating efficient, scalable processes.

• Customer-Centric: You measure success by the success of your customers and inspire your team to do the same.

• Coaching & Feedback Enthusiast: You’re dedicated to adding value to your team through regular coaching and feedback.

• Ambitious & Curious: You approach challenges with curiosity and integrity, always striving to learn and grow.

• Experienced Relationship Builder: You’re comfortable building relationships with senior clients and handling escalations, always valuing open, real conversations.

• Servant Leader: You view leadership as a privilege and are deeply committed to helping others succeed.

• Effective Communicator: You can break down complex data into actionable insights and communicate them clearly.

What You’ll Do:

• Lead a team of Account Managers and Customer Success Managers, helping them achieve and surpass renewal targets and uncover growth opportunities, working closely with Account Executives to close deals.

• Drive customer outcomes by improving renewal rates, reducing churn, and expanding revenue through deeper client relationships and product adoption.

• Go deep into the data to analyze usage patterns, identify trends, create and execute on plans to drive usage and adoption.

• Build and institutionalize scalable playbooks, frameworks, and data-driven practices that elevate the performance of the entire CS function.

• Manage revenue growth and forecasting, talent development, and shaping the customer narrative with data.

• Coach and mentor your team on call coaching, best practices, and accountability.

• Provide visibility into your team’s performance to leadership.

• Recruit top talent to build your growing team.

• Collaborate with sales to drive successful growth outcomes.

• Act as a senior voice for the customer across the organization aligning with Product, Enablement, and Marketing on roadmap feedback, go-to-market motions, and customer-facing initiatives.

Role Requirements:

• 10+ years of experience in sales, account management, or client success, with at least 5 years in people management

• Extensive experience in roles serving Financial Services clients and deep understanding of the Investment Management industry and the nuances between IB/PE/HF/AM and other personas

• Experience managing a team with a high velocity of renewals

• Strong aptitude for learning, particularly in a technical SaaS environment

• Someone who thrives in fast-paced, high-growth environments and has a track record of building for scale

• An exceptional executive communicator who can influence C-suite stakeholders internally and externally with clarity and credibility

• Strong rapport-building skills and a positive, energetic attitude

• Willingness to travel as needed.