VoPay International Inc. Job Board
Director of Customer Success (Fintech)
Description
Director of Customer Success (FinTech)
VoPay International Inc. – Vancouver, BC
Full-Time On-Site
About VoPay International Inc.
VoPay’s Fintech-as-a-Service platform enables any business to embed financial services and payment capabilities into their existing applications, products, or services through a single, scalable API. Our integrated technology gives product managers and developers the flexibility and speed to build innovative financial solutions in a rapidly evolving industry.
The Opportunity
VoPay is seeking a strategic and people-focused Director of Customer Success to lead and scale our post-sale customer organization. This senior leadership role is responsible for overseeing Customer Success Managers, Partner Success Managers, Account Manager and Onboarding Specialists, ensuring a superior and consistent customer experience from sales handover through onboarding, go-live, adoption, and long-term retention.
The ideal candidate brings a strong background in SaaS or fintech customer success, proven leadership experience, and the ability to build scalable processes while partnering closely with Product, Support, Compliance, Engineering, and Account Management. This role focuses on setting direction, coaching leaders and teams, and driving customer outcomes rather than day-to-day account execution.
Key Responsibilities:
Team Leadership & Development
- Lead, mentor, and manage Customer Success Managers, Partner Success Managers, and Onboarding Specialists
- Set clear performance expectations, KPIs, and individual development plans
- Support hiring, onboarding, and training of new team members
- Foster a customer-first, accountable, and data-driven culture across the Customer Success organization
Customer Health, Risk & Retention
- Own and evolve customer health frameworks, success planning, and risk identification models across all customer segments
- Ensure at-risk accounts are proactively identified with clear, documented recovery and mitigation plans
- Lead complex escalations and executive-level customer conversations when required
- Oversee processes related to negative balances, failed invoices, and broader operational or financial risk in partnership with internal teams
Adoption, Value & Advocacy
- Drive long-term product adoption and feature utilization across the customer and partner base
- Ensure QBRs and strategic reviews are outcome-driven, focused on ROI, adoption metrics, and business value
- Work with marketing to build and scale customer advocacy programs, including case studies, testimonials, and customer references
- Establish and maintain structured Voice of Customer feedback loops to inform product and leadership decisions
Process, Systems & Reporting
- Own Customer Success processes, playbooks, SOPs, and supporting tools
- Ensure strong CRM discipline, reporting accuracy, and consistent usage of HubSpot across teams
- Track and report on onboarding performance, customer adoption, health trends, churn signals, and customer feedback
- Partner with senior leadership on forecasting, capacity planning, and overall Customer Success strategy
Cross-Functional Collaboration
- Work closely with Account Management to support renewals, expansion readiness, and customer risk mitigation
- Partner with Support to ensure efficient escalations, clear ownership, and strong customer communication
- Collaborate with Product, Engineering, Risk, and Compliance to translate customer insights into operational and product improvements
Qualifications:
- Proven Experience: 6+ years of demonstrated success in Customer Success, Account Management, or related post-sale roles, with at least 3 years in a leadership or people-management capacity
- Leadership Expertise: Proven ability to lead and scale customer-facing teams in a growth-stage organization
- Financial Technology Knowledge: SaaS experience required; fintech, payments, or financial services experience strongly preferred.
- Systems & Analytics: Advanced experience with HubSpot CRM, including reporting, workflows, and customer success tracking.
- Collaboration Skills: Strong ability to work cross-functionally with Product, Support, Engineering, Compliance, and Sales teams.
Salary Range: $90,000- $110,000
Vopay International Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Compensation
$90,000.00 - $110,000.00 per year