Director of Customer Success

Description

Anchor closed $40M in top-tier VC funding and grew 500% last year, transforming the $74B services payments market. Our platform automates billing and collections so businesses can focus on growth.

At Anchor, we’re redefining the future of B2B Payments. Our innovative, end-to-end billing and collections platform eliminates the frustrations of manual processes, making financial workflows seamless, automated, and stress-free. We empower businesses to focus on their core strengths while we handle the complexities of billing and collections.

Our Customer Support organization sits at the core of Anchor and is a key driver for our growth, ensuring every customer has an exceptional experience. As we continue to grow rapidly, we’re looking for an experienced, hands-on Director of Customer Success to build, grow, and lead our customer organization across the entire journey - from onboarding through activation and retention. Reporting directly to the COO of Anchor, the ideal candidate will demonstrate exceptional ownership, a holistic business mindset, meticulous attention to detail, and a consultative, action-oriented approach that truly sets them apart.
Responsibility

- Lead and scale Anchor’s Customer Success function across the full customer journey—from onboarding to long-term retention.

- Develop and execute a comprehensive CS strategy that aligns with customer goals and drives measurable value.

- Own and evolve onboarding, account management, and customer support processes that maximize adoption and satisfaction.

- Build deep, trusted relationships with customers—including executive stakeholders—and act as their strategic advisor.

- Define and track KPIs to measure customer health, satisfaction, and team effectiveness; drive data-informed improvements.

- Own systems and tooling for customer success (e.g., ticketing, reporting, support infrastructure).

- Build and maintain a robust knowledge base for internal and customer use.

- Collaborate closely with product, sales, R&D, and marketing to represent the voice of the customer and shape our roadmap.

- Develop customer success stories and use cases for both internal learning and external marketing.

- Hire, mentor, and grow a high-performing CS team that delivers excellence at scale.

Requirements

- 2+ years of experience managing CS team leaders, plus 3+ years leading CS teams directly in a fast-paced, data-driven, B2B SaaS company- (Fintech experience is a strong plus.)

- Building and scaling CS processes from the ground up, along with CS strategies, operating models, and tools, across the full customer lifecycle.

- Highly detailed and structured professional, with experience designing and implementing scalable CS processes.

- Superb capabilities in managing even the most challenging customer relationships—able to turn difficult moments into positive, productive outcomes.

- A highly motivated, entrepreneurial mindset with the ability to take initiative, prioritize effectively, and adapt quickly.

- Strong project management chops, you can juggle multiple priorities, communicate clearly, and drive outcomes.

- Analytical and metrics-driven; you thrive on dashboards, insights, and measurable impact.

- A true player-coach: you enjoy managing accounts yourself while scaling and supporting your team and processes.

- Excellent communication and presentation skills with the ability to turn data into actionable insights.

- Experience managing complex stakeholder relationships across multiple levels of an organization.

- Skilled in customer meetings, demos, workshops, QBRs, and executive briefings.

- Proficiency in Excel and CS platforms (e.g., HubSpot) is a must.

- Bachelor’s degree or MBA in accounting/finance. Or 2+ years of practical managerial experience in those fields- required.

- And finally: zero ego, we’re a team of builders who work hard, stay humble, and support each other.

Extra
- Experience in management consulting, sales engineering,