Note: The job is a remote job and is open to candidates in USA. My Secure Advantage (MSA) is a B2B2C financial-wellness company that partners with employers to help their employees manage their financial lives. The Director of Customer Success will build and lead the customer success function, focusing on retention, growth, and developing systems that enhance the overall customer experience.

Responsibilities

• Build the operating model — segmentation, sponsor health scoring, renewal cadence, escalation routing, business reviews, and forecasting. Turn account work into a system the team can run
• Lead the team — a capable group of CSMs and Education Engagement coordinators. Coach them toward stronger renewals and expansion; grow the function as it scales
• Own retention and growth — gross and net revenue retention across the direct-employer book. Protect it, grow it, forecast it
• Stay close to the accounts — personally steward one or two of our most strategic sponsors and lead challenging escalations, keeping about 1/3 of your time in the work
• Connect engagement to ROI — tie member utilization to sponsor renewal, and turn it into the stories that make partnerships thrive
• Represent the sponsor — bring real account insight into Product, Marketing, Coaching, and Growth

Skills

• You've built a CS function before — you've designed the systems, not only run someone else's. This is the heart of the role
• You own retention with real numbers — GRR/NRR on a genuine book, expansion you helped drive, executive business reviews you've led
• You've led and developed CSMs — real accountability for outcomes through your team
• You know this world — financial wellness, benefits, EAP, HR tech, or fintech B2B2C, and how HR and VP-Benefits partners think
• 5–7 years in customer success or strategic account management, with the range to lead and the willingness to stay hands-on

Benefits

• Paid Time Off – 2 weeks of paid vacation, plus accrued sick time
• Holidays – 9 company holidays plus a floating holiday to use however you choose
• 401(k) – Company matches 50% of employee deferrals up to 8%
• Medical – Competitive medical plans with HRA funding, plus FSA and DCFSA options
• Dental & Vision – Comprehensive dental and vision coverage
• Life Insurance – Basic and voluntary life options
• Stipends – Technology and wellness stipends to support how you work and live
• Fully remote – across our nationwide footprint

Company Overview