WHAT MAKES US, US
Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to SimCorp!
At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered. If you like what we’re saying, keep reading!
WHY THIS ROLE IS IMPORTANT TO US
At SimCorp, our clients trust us with their business — which means the value they realize from our solutions, and their satisfaction with how we deliver it, matters enormously. As Senior Director of Customer Success Management, you will lead our Canadian customer success function, ensuring that SimCorp’s clients experience maximum value and satisfaction from its solutions.
With typically 15+ years of experience managing teams, including exposure to the financial sector, complex sales, and customer workflows, you will develop and execute strategies that enhance client relationships, retention, and overall satisfaction. You will work closely with senior client executives and cross-functional teams to deliver tailored solutions that drive customer success and long-term business growth.
WHAT YOU WILL BE RESPONSIBLE FOR
Developing and executing the Canadian customer success strategy, ensuring alignment with business objectives and customer needs
Leading a team of senior customer success managers, overseeing the delivery of high-quality customer experiences across all client touchpoints
Building and nurturing relationships with key client executives, ensuring SimCorp’s solutions continue to meet evolving business goals
Proactively identifying opportunities for customer expansion, upselling, and cross-selling while ensuring customer satisfaction and retention
Collaborating with internal teams (sales, product, professional services, and support) to ensure a seamless experience and resolution of client challenges
Monitoring and improving customer health metrics, ensuring the delivery of value and identifying opportunities for service enhancements
Managing high-level customer escalations and working with stakeholders to resolve complex issues promptly
Providing thought leadership to senior leadership and stakeholders on trends and developments in customer success management
Analyzing customer feedback and data to drive improvements in service delivery, product adoption, and overall client experience
Reporting regularly on customer success KPIs, identifying areas for improvement and implementing corrective actions as needed
Mentoring and developing customer success leadership talent, ensuring the team’s ability to meet and exceed customer expectations
Leading the continuous improvement of customer success processes, tools, and methodologies to enhance service delivery
WHAT WE VALUE
Most importantly, you can see yourself contributing and thriving in the position described above. How you gained the skills needed for doing that is less important. We expect you to be good at several of the following and be able to — and interested in — learning the rest. As our preferred candidate, you have:
15+ years of experience managing teams, with meaningful exposure to the financial sector and its clients
Experience working with customers and navigating complex sales cycles and customer workflows
A track record of building and executing strategy across a complex, global client base
Demonstrated ability to drive growth and business outcomes at an enterprise scale
Experience leading and developing teams of customer success managers or other client-facing leaders
Strong executive presence, with experience building and nurturing…