Build and lead Hypercore’s Customer Success organization, including hiring, structuring, and scaling the team.
Own the full customer lifecycle: onboarding, implementation, adoption, retention, and expansion.
Lead complex, long-term enterprise implementations, ensuring successful delivery and deep product adoption.
Develop and execute a scalable Customer Success strategy aligned with Hypercore’s growth.
Act as a strategic partner to customers, understanding their financial workflows and business needs.
Work closely with Sales, Product, and Engineering to ensure alignment across the customer journey.
Establish processes, playbooks, and KPIs to drive efficiency and measurable outcomes.
Drive net revenue retention (NRR), expansion opportunities, and customer satisfaction.
Build strong executive relationships with key stakeholders at customer organizations.
Represent the voice of the customer internally and influence product direction.

6+ years of experience in Customer Success / Implementation / Solutions roles, including leadership experience.
Experience in high-growth SaaS or Fintech companies.
Proven startup experience
comfortable building functions from scratch in fast-paced environments.
Strong experience managing long, complex enterprise implementations.
Financial background
ability to understand and speak the language of financial institutions.
Track record of driving retention, expansion, and customer value in B2B environments.
Strong leadership and team-building skills.
Excellent communication and stakeholder management abilities, including C-level engagement.
Highly strategic, but also hands-on and execution-oriented.

Full medical, dental, and vision plans to support you and your spouse’s health and wellness.
Vacation policy and paid sick leave to support a healthy, sustainable work-life balance.
Daily meal allowance and commuter benefits to make your workday more convenient and help cover your daily transportation costs.

Vice President, Customer Success

Key skills