About this role
VP of Client Success
A high-growth financial technology company is seeking a hands-on leader to oversee Client Success and Production Support for their SaaS platform used by financial institutions. This is not a traditional relationship management role. The successful candidate will lead client-facing support efforts, manage escalations, partner closely with Product and Engineering, and personally investigate complex client issues.
You will manage a small support team, lead Quarterly Business Reviews, and ensure production issues are resolved efficiently.
What You'll Be Doing
- Lead Client Success and Production Support for enterprise financial services clients.
- Manage and mentor a team responsible for ticket resolution, client communications, and service delivery.
- Act as the escalation point for complex L2/L3 support issues and production incidents.
- Investigate client-reported issues, analyze ticket details, review logs, APIs, integrations, and workflows to identify root causes.
- Own and manage support workflows within Jira, ensuring timely tracking, prioritization, and resolution of tickets.
What We're Looking For
- 10+ years of experience in Client Success, Technical Support, Production Support etc.
- Experience supporting enterprise SaaS, fintech, wealthtech, digital banking, API, or financial services platforms.
- Strong Jira experience managing client issues, production tickets, workflows, and escalations.
- Hands-on experience troubleshooting customer issues and working directly with engineering teams on root cause analysis.
- Proven ability to handle L2/L3 support investigations rather than simply routing tickets.
- Experience working with APIs, integrations, data connectivity solutions, or enterprise software platforms.