Note: The job is a remote job and is open to candidates in USA. My Secure Advantage (MSA) is a B2B2C financial-wellness company focused on helping people take charge of their financial futures. They are seeking a Director of Customer Success to build and lead the customer success function, ensuring strong retention and growth while developing systems for account management.
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
- Performance bonus tied to retention, expansion, and building the function, with meaningful upside for strong performance.
- 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