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, or post-sales technical support.