Head of Customer Success

AgentSync is a powerful, easy-to-use Compliance as a Service solution, directly integrating regulatory database sources of truth (i.e. NIPR, FINRA) with core business systems (i.e. Salesforce) so we can automate the critical business processes associated with these compliance requirements.

We’re a new-school solution tackling an age-old, ubiquitous problem with smart technology and  automation in a market full of inefficient, high-cost solution options - spreadsheets, manual processes, legacy software, more headcount, outsourcing, etc.

Overview

AgentSync is building the modern insurance infrastructure, and our Customer Success team sits at the heart of that mission. We partner closely with customers, helping them streamline operations, adopt modern compliance workflows, and drive long-term success with AgentSync products.

We’re looking for a Director of Customer Success who can scale our Customer Success team and programs while balancing both strategic and hands-on responsibilities. In this role, you’ll lead and develop a team of ICs (ranging from early-career to Staff-level), create operational rigor, and collaborate with cross-functional partners to deliver an exceptional customer experience.

This is a highly impactful role for a leader who thrives in a fast-moving environment, enjoys building, and takes a customer-first, team-first approach.

What You’ll Do

• Strategic Leadership & Vision: Define and execute a customer success strategy to drive retention through a culture based on deep customer insights, strategic account planning, high team standards, and a belief in the value of advanced automation technologies and processes. 
• Customer Lifecycle Management: Build scalable frameworks for customer engagement across the entire lifecycle of a customer's journey with AgentSync focused on understanding customers' value drivers, time to value, and the ecosystem of customer satisfaction and its impact to revenue retention, expansion, industry sentiment, and sales growth.  
• Data-Driven Insights & Operational Excellence: Leverage KPIs and analytics to monitor customer health, forecast churn risk, and optimize team performance through data-backed decision-making.
• Cross-Functional Collaboration: Partner closely across the organization to drive to alignment on customer outcomes and continuous improvement initiatives.
• Team Development & Leadership: Hire, mentor, and develop a high-performing Customer Success team that blends technical acumen, deep industry knowledge with consultative partnership skills and industry leading Customer Success strategies.
• Executive Relationship Management: Cultivates strong relationships with senior stakeholders at enterprise customers, acting as a trusted advisor and escalation point to drive long-term retention and growth through driving AgentSync's Executive Sponsor program.  
• Change Management & Scale: Owns the design of systems, playbooks, and processes that support scalable, predictable customer success outcomes as AgentSync continues rapid growth across product lines and market segments.

What You Bring

• Extensive experience leading Customer Success teams in a B2B SaaS environment, with a track record of supporting enterprise customers, complex stakeholder landscapes, and long-term strategic partnerships. 
• Demonstrated success in leading high performing teams across multiple seniority and skill levels.
• Skilled in coaching and building a culture focused on trust, transparent communication and collaboration.  
• A deep understanding of customer lifecycle management, with a proven ability to build or mature customer engagement frameworks, operating models and scalable processes that support customer outcomes and predictable business growth. 
• Strong ability to translate data into insights, action and cross-functional prioritization.
• Exceptional partnership and communication, with a keen ability to drive alignment with customer and executive stakeholders. 
• Comfort navigating ambiguity, setting direction and building structure in fast-growing environments.
• Thoughtful, data-driven decision making that balances customer needs, revenue impact and organizational strategy. 

 Preferred (Not Required)

•  Experience in insurance, financ