dv01 is lifting the curtain on the largest financial market in the world: structured finance. The $16 trillion market is the backbone of everyday activities that empower financial freedom, from consolidating credit card debt and refinancing student loans, to buying a home and starting a small business.

dv01’s data analytics platform brings unparalleled transparency into investment performance and risk for lenders and Wall Street investors in structured products. As a data-first company, we wrangle critical loan data and build modern analytical tools that enable strategic decision-making for responsible lending. In a nutshell, we're helping prevent a repeat of the 2008 global financial crisis by offering the data and tools required to make smarter data-driven decisions resulting in a safer world for all of us. 

More than 400 of the largest financial institutions use dv01 for our coverage of over 75 million loans spanning mortgages, personal loans, auto, buy-now-pay-later programs, small business, and student loans. dv01 continues to expand coverage of new markets, adding loans monthly, and developing new technologies for the structured products universe.

To get a better idea of what a year at dv01 looks like, check out our 2022 Year in Review page here: https://dv01.co/year-in-review/2022/ If that looks like fun to you, get in touch because we'd love to hear from you.

About the Role: 

We are seeking a dynamic and experienced professional to join our team as the Head of Client Success. In this pivotal role, you will be responsible for ensuring exceptional customer experiences throughout their journey with our products and services. As a key member of our leadership team, you will play a crucial role in shaping and executing strategies that optimize customer satisfaction and maximize revenue streams. You will report directly to our COO and have indirect reporting responsibilities to our parent company, Fitch Solutions.

Key Responsibilities:

1. Client Success:

• Lead and develop high-performing Account Management, Product Specialist and Customer Support teams
• Define and implement customer success strategies to drive customer retention, satisfaction, and loyalty
• Develop and maintain the metrics, health scores, and KPIs relevant to each account.
• Closely monitor the AM pipeline, analyzing the progress of deals at each stage and identify potential bottlenecks or opportunities for improvement
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics

1. Revenue Leadership:

• Develop and implement revenue growth strategies in alignment with overall business objectives
• Collaborate with sales, marketing, and product teams to identify new business opportunities and optimize existing revenue streams
• Establish and monitor key performance indicators (KPIs) to track and measure revenue performance
• Work closely with sales, account management and finance leadership to develop accurate and reliable forecasting. Provide insights and recommendations based on pipeline analysis and market trends to support effective sales planning and resource allocation

1. Cross-Functional Collaboration:

• Foster collaboration between sales, marketing, account management, product specialists, customer support, and product to ensure a unified and seamless customer experience
• Work closely with product teams to incorporate customer feedback and insights into product development

1. Customer Lifecycle Management:

• Oversee the entire customer lifecycle, from onboarding through retention and expansion
• Develop and implement customer segmentation strategies to tailor offerings and services to different customer needs

1. Data-Driven Decision Making:

• Leverage data analytics to gain insights into customer behavior, preferences, and trends
• Utilize data to make informed decisions regarding revenue strategies and customer success initiatives

1. Team Development:

• Recruit, train, and mentor a high-performing team
• Foster a culture of continuous improvement, collaboration, and innovation within the Client Success teams

What You Bring:

• Proven track record of success in client success roles
• Strong understanding of SaaS and/or subscription-based business models
• Strong understanding of capital markets, structured credit is a plus
• Exceptional leadership and interpersonal skills
• Analytical mindset with the ability to translate data into actionable strategies
• Demonstrated ability to drive cross-functional collaboration
• Experience in team management and development, leading Account Management teams in the past
• Experience in Rev Ops

Qualifications:

• Bachelor’s degree 
• 10 years of experience 5 in a management role

In good faith our salary range for this role is $200,000 - $225,000 but are not tied to it. Final offer amount will be at the company’s sole discretion and determined by multiple factors, including years and depth of experience, expertise, and other business considerations.

Our community is fueled by diverse people who welcome differing points of view and the opportunity to learn from each other. Our team is passionate about building a product people love and a culture where everyone can innovate and thrive.

BENEFITS & PERKS:

• Unlimited PTO. Unplug and rejuvenate, however you want—whether that’s vacationing on the beach or at home on a mental-health day.
• In-House Personal & Performance Development Coach. Recharge with our in-house personal & performance development coach, who is here to listen and help guide in your self-development and overall wellness.
• $1,000 Learning & Development Fund. No matter where you are in your career, always invest in your future. We encourage you to attend conferences, take classes, and lead workshops. We also host hackathons, brunch & learns, and other employee-led learning opportunities.
• Remote-First Environment. People thrive in a flexible and supportive environment that best invigorates them. You can work from your home, cafe, or hotel. You decide.
• Health Care and Financial Planning. We offer a comprehensive medical, dental, and vision insurance package for you and your family. We also offer a 401(k) for you to contribute.
• Free Equinox Membership or $1,650 Annual Fitness Fund. Regular exercise offers a plethora of mental and physical health benefits. You can either enroll in an all-access Equinox membership or at your preferred gym. Or take advantage of our fitness fund, which can be used toward at-home workout equipment (yes, including a Peloton).
• New Family Bonding. Primary caregivers can take 12 weeks off 100% paid leave, while secondary caregivers can take 3 weeks. Returning to work after bringing home a new child isn’t easy, which is why we’re flexible and empathetic to the needs of new parents.

dv01 is an equal opportunity employer and all qualified applicants and employees will receive consideration for employment opportunities without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, age, national origin or ancestry, citizenship, veteran status, membership in the uniformed services, disability, genetic information or any other basis protected by applicable law.