Director, Customer Success, Financial Services

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The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together AlphaSense and Tegus will accelerate growth innovation and content expansion with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6000 enterprise customers including a majority of the S&P 500. Founded in 2011 AlphaSense is headquartered in New York City with more than 2000 employees across the globe and offices in the U.S. U.K. Finland India Singapore Canada and Ireland. Come join us!

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.

Were 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 youll 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. Youll set the vision for how we deliver value across our APAC Financial Services customer base and own the results.

• Proven Leader: Youve successfully managed teams and are passionate about developing your people.

• Systems-Oriented: Youre 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: Youre 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: Youre 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.

• 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 teams 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.

• 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.

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports inspires and respects all individuals. All employees share in the responsibility for fulfilling AlphaSenses commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race color sex (including pregnancy) national origin age religion marital status sexual orientation gender identity gender expression military or veteran status disability or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense including recruitment hiring training advancement and termination.

In addition it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws regulations and ordinances where a particular employee works.

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