Director of Customer Success

🕒 July 2

🏈 Alabama, Arizona, +15 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌪️ Oklahoma – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $120k - $140k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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My Secure Advantage®

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1986

💸 Finance

👥 HR Tech

🤝 B2B

Finance • HR Tech • B2B

My Secure Advantage® is a financial well-being company that provides clinically-informed money coaching, self-directed digital tools (including AI-enabled resources), and live financial education tailored primarily as an employer-sponsored benefit. Founded to improve individual economic stability, MSA emphasizes behavior-change coaching (one-on-one Money Coaches), zero product sales or data selling, and measurable outcomes; it serves employers and partner organizations (trusted by a large share of Fortune 100/500 companies) to deliver financial literacy and coaching at scale.

📋 Description

• Build the customer success operating model, including segmentation, sponsor health scoring, renewal cadence, escalation routing, business reviews, and forecasting • Turn account work into a repeatable system for the team • Lead and develop CSMs and Education Engagement coordinators • Coach the team toward stronger renewals and expansion • Own gross and net revenue retention across the direct-employer book • Protect, grow, and forecast retention and expansion • Personally steward one or two strategic sponsors • Lead challenging account escalations, keeping about one-third of time hands-on • Connect member utilization and engagement to sponsor renewal and partnership ROI • Represent sponsor insights to Product, Marketing, Coaching, and Growth

🎯 Requirements

• Previous experience building a customer success function, including designing its systems and operating model • Ownership of retention metrics, including GRR/NRR, on a genuine customer book • Experience driving expansion • Experience leading executive business reviews • Experience leading and developing CSMs with accountability for team outcomes • Knowledge of financial wellness, benefits, EAP, HR tech, or fintech B2B2C • Understanding of HR and VP-Benefits partners • 5–7 years of experience in customer success or strategic account management • Ability to lead while remaining hands-on • Must reside in an MSA eligible state: Alabama, Arizona, California, Florida, Georgia, Idaho, Illinois, Kansas, Massachusetts, Minnesota, Missouri, North Carolina, New York, Oklahoma, South Carolina, Tennessee, Texas, or Virginia

🏖️ Benefits

• Performance bonus tied to retention, expansion, and building the function, with meaningful upside for strong performance • 2 weeks of paid vacation, plus accrued sick time • 9 company holidays plus a floating holiday • 401(k) company match of 50% of employee deferrals up to 8% • Competitive medical plans with HRA funding • FSA and DCFSA options • Comprehensive dental and vision coverage • Basic and voluntary life insurance options • Technology stipend • Wellness stipend • Fully remote work