About Us

MCO provides compliance management software that enables companies around the world to reduce their risk of misconduct. Our powerful platform lets compliance professionals demonstrate they are proactively managing the regulated activities of employees, third-party vendors, and other agents of the firm. Available as a unified suite or à la carte, our easy-to-use and extensible solutions get clients up and running quickly and cost-efficiently. We have built our passion and proficiency for compliance automation into every product, empowering clients of all sizes to maximize technology to minimize conduct risk.

What’s in It for You?

You will be paid a competitive salary, accompanied by a wide range of company benefits. You will be part of a rapidly growing SaaS-based software company. Since MCO is a relatively small firm, you will have the opportunity to make a significant impact on the success of our clients and our company, as well as the opportunity for advancement as we grow. Since the Covid-19 pandemic, work-from-home options are in place. Unless we are meeting with clients, the dress code is professional casual. We work in a very friendly and respectful work environment, have zero tolerance for office politics, and we play to win! If this sounds like a place you would like to work, then let us know if you have the following skills and experience.

About the Role

The Director of Customer Success will proactively manage the global Customer Success Team (currently a team of six) and report to the Chief Customer Officer. The Customer Success Managers are responsible for establishing, and continually deepening, relationships with existing clients from the time that they go live on the MCO platform, with the primary objective of retaining our clients in perpetuity. Due to a recent acquisition, the Customer Success Director, along with the growing team of Customer Success Managers, will eventually be responsible for managing approximately 1,300 existing MCO clients.

The Director of Customer Success will proactively manage these team members, each of which is responsible for a set of clients, to ensure that our clients are satisfied with MCO’s products and services. The Customer Success Managers will meet with each of their clients on a periodic basis, consistently review each of their client’s MCO activity, troubleshoot and resolve issues as needed, train clients on use of the software, and on occasion, implement new modules. The Customer Success Managers track and manage all client activity via our Customer Success Management solution. Though Customer Success Managers are encouraged to assist in expanding the relationship with our clients by cross-selling and upselling, they do not carry a quota to avoid any conflict of interest with the client (i.e., the primary goal is to retain the clients, not to sell to them).

Duties and Responsibilities

• Learn the MCO software product suite through training and ongoing learning, including completing all MCO Academy courses, and clearly gaining an understanding of how MCO functions within a client environment and the value clients attain from utilizing the solution.
• Lead and manage the entire Customer Success function, including, but not limited to, managing all Customer Success Managers, the Customer Success department budget, all hiring decisions, team members performance appraisals/career paths, etc.
• Manage all Customer Success resources, and work closely with other MCO departments, to maintain a revenue retention rate of 95% or better on an annual basis.
• Develop a customer success strategy to maximize the client experience for all customer service tiers.This will include identifying the customer journey at every tier to provide tier-appropriate customer engagement and enhancement services with the use of human and technology (platforms, portals, etc.) approaches.
• Manage all Customer Success resources, and work closely with other MCO departments, to consistently increase MCO’s Net Promotor Score.
• Leverage client product/feature usage data to proactively enhance product adoption to increase client referenceability and satisfaction.
• Work closely with the sales team to identify, maintain, and cultivate new referenceable customers to assist growing top line revenue.
• Continually enhance, and further standardize, all Customer Success processes, including continually improving the use of, and data in, the Customer Success Management solution (e.g., client contact information, renewal information, alerts, etc.).
• Effectively manage the Customer Success department via a metrics-driven approach, including ensuring team members properly and consistently update all client data in the Customer Success Management solution, and by producing various management reports and metrics for review by the Chief Customer Officer and the MCO executive management team.
• Create, and execute on, customer success best practices on how to engage customers, create a stakeholder analysis and engagement strategy, how to deal with difficult customers and manage their expectations, and how to earn and become a trusted advisor.
• Once implementation is complete and clients are live on MCO, manage the Customer Success team to be the ultimate voice of the customer for the remainder of their client journey and provide feedback to other internal teams on how MCO can better serve our clients post implementation.
• Work collaboratively with other internal teams such as Product, Development, Sales, Tech Ops, Implementation, and Support for the benefit of MCO clients, including building key relationships with other department leaders to share customer feedback on how to improve the customer journey in other departments by leveraging both voice of customer (VOC) data and your own experience.
• Ensure the Customer Success team delivers an exceptional customer experience throughout the post-implementation lifecycle.
• Act as MCO project sponsor for all major clients to include attending periodic Customer Success meetings, handling all major client escalations, and helping to resolve issues and manage risks. In some cases, especially for Platinum level clients, be the single point of contact for client escalations to champion their needs until resolved on a local and global basis.
• Travel to client sites as required.Travel to meet with team members in Dublin, Ireland, and Singapore potentially once per year.Total travel typically less than 15%.

  Experience and Skills Required

• Proven experience in managing, coaching, and successfully leading 10-50 high-performing customer success, professional services, and/or implementation resources (direct reports) for a B2B software firm (or consulting firm focused on software implementations) on a global basis.
• Proven experience, at some point during your career, in implementing large-scale software implementation projects (from kickoff to go-live) such as those lasting a year or more in duration and encompassing 5,000+ project hours and over $1M USD in implementation revenue.
• Proven ability in effectively building and managing relationships with global clients, especially large, strategic clients.
• Demonstrated ability to work successfully with other departments such as Product, Development, Sales, Tech Ops, Implementation, and Support to achieve common goals for clients.
• Great attitude with excellent customer success and/or professional services team leadership skills.
• Excellent organizational, communication, and time management skills.
• Ability to effectively utilize MS Office, MS Project, MS Word, MS Excel, and other tools to effectively communicate metrics, plans, project status, etc.
• Familiarity with issue/ticket management systems (e.g., Jira), time tracking applications, and customer management systems.
• Team player with proven ability to contribute positively in an open and collaborative environment.
• Bachelor’s degree required; degree in a business, science, engineering, technical or IT related field is preferred.
• Minimum of 15 years of total professional services (either customer success, software implementation, or software implementation consulting) experience in a commercial B2B software company and/or consulting company focused on software implementations.
• Minimum of 3 years managing a customer success or software implementation team of 10 or more direct report resources (but prefer experience leading 20 or more).
• Experience working in the financial services investment management sector is a plus.
• Additional experience in financial services compliance management will also be an advantage.