Customer Success Director

About 9fin

The world's largest asset class, debt, operates with the worst data.

Technology has revolutionized equity markets with electronic trading, quant algos and instantaneous news. However, in debt capital markets, the picture is completely different. It still behaves like it's in the 1980s; trillions of dollars of trades are placed over the phone, news is slow, and corporate credit information is imperfect and scattered.

Our mission is to change this.

9fin's proprietary technology delivers fast and comprehensive financial, credit, legal & ESG analysis. Our clients are able to make faster, more informed decisions, win more business and most importantly, save time.

Our fast growing list of clients include 9 of the top 10 Investment Banks, leading Asset Managers, Hedge Funds and Law Firms.

The Opportunity

After a successful 12 months for Customer Success, 9fin is rapidly expanding this function as it is a critical extension of our Account Management organisation. As we scale globally, we are introducing a Customer Success Director to lead this growth, build a world-class global CS framework, and ensure the function is fully aligned with 9fin's commercial strategy.

This is a highly strategic role. You will shape the long-term vision for Customer Success, manage and develop a global CS team, and partner closely with Account Management, Product, Sales and Operations to drive usage, retention, and expansion. You will design and implement scalable processes, set performance KPIs, and ensure our clients receive a top-tier, data-driven, proactive experience at every stage of their lifecycle.

This is an opportunity to take ownership of a high-impact function within one of the fastest-growing fintechs in the world. You will have the mandate to build from the ground up, influence cross-company strategy, and be a key driver of revenue protection and expansion.

What You'll Work On

Every day is different, but here's the kind of work you can expect to lead:

Leadership & Team Development

• Build, manage, and scale a high-performing global Customer Success team across the US, EU, and specialised product lines.

• Coach and mentor CS Managers and individual contributors, ensuring consistent execution and continuous improvement.

• Establish hiring profiles, onboarding processes, and training frameworks to support rapid CS team expansion.

Strategy & Framework Design

• Define the vision, operating model, and roadmap for Customer Success at 9fin.
  Develop scalable frameworks across client onboarding, usage growth, success planning, and lifecycle management.

• Innovate the KPI-driven performance measures and standardised reporting across the team.
  

Client Growth & Commercial Impact

• Partner with Account Management leadership to align CS initiatives with account health, retention, and expansion goals.

• Design data-driven strategies to improve platform adoption, drive new opportunity creation, and increase customer ROI.

• Support AM teams on key client projects and ensure CS delivers consistent, measurable commercial impact.

Cross-Functional Collaboration

• Act as the voice of the customer across Product, Engineering, Operations, and Marketing.

• Champion client insights to influence product roadmaps, feature prioritisation, and internal processes.

• Collaborate with internal teams to ensure our platform remains intuitive, high-quality, and deeply integrated into client workflows.

Operational Excellence

• Implement best-in-class tooling, automations, and processes across CRM and other sales enablement software

• Oversee governance for client communications, playbooks, and performance dashboards.

• Create feedback loops and mechanisms to continuously optimise the customer experience.

Requirements

This role will be a great fit if you have:

Experience & Expertise

• 6+ years of Customer Success, Account Management, or related leadership experience in Capital Markets, Enterprise B2B SaaS, or Financial Data.

• Proven track record of building, scaling, or transforming a CS or AM function.
  Experience managing teams across regions and owning performance, hiring, and strategic direction.

• Strong understanding of global financial markets and credibility with buyside, sellside, and advisory clients.
  

Commercial Acumen

• Demonstrated success driving retention, usage growth, and expansion within enterprise accounts (ideally managing a book of $3m+).

• Ability to design and implement KPI frameworks, performance dashboards, and usage-driven strategies.
  

Leadership & Communication

• Excellent people management skills with the ability to inspire, coach, and develop high-performing teams.

• Effective verbal and written communication skills, able to articulate complex ideas clearly and influence senior stakeholders.

• Ability to prioritise competing initiatives and execute with precision and attention to detail.
  

Bonus Points

• Existing relationships within the Leveraged Finance or broader Debt Capital Markets community.

• Experience scaling CS functions in a high growth fintech or data provider.

• Familiarity with tools such as Salesforce, and client engagement platforms.
  

Why Join Us?

You'll join a fast-moving, ambitious team helping to power the largest financial market in the world. This role offers the rare opportunity to build a strategic function from zero, shape our approach to customer engagement, and directly influence 9fin's commercial growth for years to come.

9fin is an equal opportunities employer

At 9fin we are dedicated to building and promoting a fair and inclusive workplace where everyone can reach their full potential and truly belong. We recognize that building diverse teams enables a more creative and productive environment. If you're excited about this role but your experience doesn't perfectly align with the job description, we encourage you to apply anyway. You might just be who we're looking for — either for this role, or perhaps another.

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