Executive Director - Customer Success Operations Director, AML/KYC

Shape how customers realize value from AML/KYC solutions by building scalable success strategies and developing high-performing teams. In this role, you will elevate customer outcomes across onboarding, adoption, expansion, and retention while partnering closely with product, sales, and operations. You will use data-driven insights to strengthen customer health and deliver measurable improvements. If you enjoy leading through influence and creating repeatable playbooks, this role offers broad visibility and impact.
As a Customer Success Director on the Funds Services Operations team, you lead customer success strategy for a portfolio of complex AML/KYC clients and guide a team focused on onboarding, product adoption, expansion, and retention. You partner cross-functionally to establish best practices, improve customer health, and deliver a consistent, high-quality customer experience. You define success metrics and communicate progress and risk clearly to stakeholders.
Job Responsibilities:
Develop and execute a customer success strategy across onboarding, adoption, expansion, and retention for a portfolio of clients
Partner with cross-functional stakeholders to align customer outcomes to product capabilities and business priorities
Establish and standardize account engagement practices for meetings, communications, retention planning, and expansion motion
Define, track, and report customer health metrics (including adoption, retention, and customer satisfaction) and translate insights into action plans
Coach and support team members operating in matrixed environments to deliver consistent outcomes at scale
Identify improvement opportunities by reviewing prior and current approaches and implementing measurable enhancements
Maintain a customer-first perspective that connects product usage to customer objectives and outcomes
Required Qualifications, Capabilities and Skills:
8+ years of experience in customer success within product, software, or technology environments
Experience managing customer portfolios for technology applications and advising teams on customer success practices
Ability to drive product adoption and retention across a diverse customer base
Experience leading and developing teams in matrixed, complex organizations while delivering outcomes at scale
Knowledge of anti-money laundering and know-your-customer (AML/KYC) concepts and customer use cases
Preferred Qualifications, Capabilities and Skills:
Experience in business-to-business (B2B) and software-as-a-service (SaaS) environments
Knowledge of the product development lifecycle, technical design concepts, and data analytics
Experience interpreting customer consumption patterns and supporting renewal and expansion planning