Senior Director of Customer Success

Who We Are Looking For

The Senior Director of Customer Success will be accountable for defining, scaling, and operating a unified Customer Success function encompassing Production Support (Tier 1 & Tier 2), Enablement, and Customer Success Management. This role will own the end-to-end post-implementation client lifecycle, ensuring consistent, high-quality client experience through scalable operating models, strong leadership, and data-driven decision-making. This role will lead managers across functions and drive alignment with Product, Technology, Sales, and Implementation.

What It Takes (some or all)

• Experience leading Enterprise SaaS Customer Success functions across support, enablement, and lifecycle management
• Expertise in organizational design and operating model development for multi-functional teams
• Ability to think strategically and translate vision into scalable execution frameworks
• Capability to lead leaders, including building and developing layered management structures
• Demonstrated success managing cross-functional stakeholders at executive and operational levels
• Proficiency in data-driven decision making using KPIs, customer health metrics, and operational analytics
• Experience with service operations management, including SLA oversight, ticketing systems, and support delivery models
• Proficiency in designing enablement strategies, including content lifecycle management and multi-modal delivery approaches
• Knowledge of process design, standardization, and continuous improvement methodologies
• Ability to apply AI and automation in support, enablement, and customer operations
• Experience within Property & Casualty insurance or enterprise software environments preferred

What YOU Will Be Doing

• Define and implement a unified Customer Success operating model across Support, Enablement, and Customer Success Management.
• Lead and develop managers across all Customer Success functions.
• Establish and maintain customer success strategies across the full customer portfolio.
• Oversee customer health monitoring frameworks, including risk identification and mitigation processes.
• Ensure effective support operations, including intake, triage, escalation, and resolution processes.
• Define and standardize enablement strategies, including training delivery and content management.
• Design and maintain scalable systems for knowledge management and self-service support.
• Establish and track performance metrics across Support, Enablement, and Customer Success functions.
• Optimize resource allocation across reactive and proactive customer engagement activities.
• Drive cross-functional collaboration with Product, Technology, Sales, and Implementation teams.
• Implement continuous improvement frameworks using operational insights and customer feedback.
• Standardize processes and enforce operational consistency across all Customer Success functions.
• Lead tooling initiatives for the team, ensuring CRM platforms, support systems, and enablement technologies align with operational goals.
• Ensure operational efficiency and scalability across all customer-facing processes.
• Act as executive escalation point for complex customer issues and operational challenges.
• Lead evaluation and implementation of AI and automation capabilities that improve scalability across customer-facing operations.

Who WE Are

Finys is a leading producer of packaged software for the Property Casualty (P&C) insurance sector. With a deep understanding of industry intricacies and cutting-edge technology, we have crafted the Finys Suite—an adaptable enterprise platform for policy administration, claims, billing, business intelligence, and mobile access. Our solution serves dozens of carriers, reducing operational costs and accelerating time to market, while fostering seamless collaboration between carriers, their agents, vendors, and insureds. Located in Troy, Michigan, our talented, U.S.-based team is dedicated to your success.

What WE Offer YOU

At Finys, we offer an outstanding work environment, in which great people work with great technology. We also offer a competitive compensation package with generous benefits including health, vision, dental, life, paid vacation, paid holidays, matching retirement plan, flex time, and bonus opportunities.

Join our rapidly growing software company and be part of a team dedicated to transforming the P&C insurance industry through innovation and excellence

Apply now and take the next step in your career!

www.finys.com