# Director, Customer Success at Total Expert

- Company: Total Expert
- What the company does: Total Expert is a fintech software pioneer of the first modern, enterprise-level Marketing Operating System (MOS) that enables financial services organizations to create customers or members for life by re-humanizing complex financial decisions. Backed by Emergence Capital.
- Company website: https://totalexpert.com
- Type: Startups
- Level: Principal and up
- Location: Remote, US
- Work setup: Remote
- Pay: $180K to $200K base salary per year (USD)
- Posted: 2026-08-25
- Apply by: 2026-10-14
- Apply: https://jobs.lever.co/totalexpert/fd2c7bbf-e76e-4daf-b843-48b03bf4b7bb
- Page: https://www.1752.vc/careers/jobs/total-expert-director-customer-success/

## About the role

This is a quota-bearing role. You and every CSM on your team carry annual NRR and attrition targets, and your CSMs are commercial owners alongside their Account Executives, responsible for renewal, health, and expansion on their assigned accounts, including multi-year renewal positioning.

## What they're looking for

- 8+ years in Customer Success, account management, or retention in B2B SaaS, including direct ownership of a retention or revenue number
- 4+ years leading a Customer Success or account management team, including teams carrying individual NRR, renewal, or retention quotas
- 3+ years in mortgage, banking, credit union, fintech, or adjacent financial services, at a lender or financial institution, or selling and delivering into one
- Proven track record of improving GRR and NRR and reducing controllable churn and downsell, with a credible account of the mechanisms that drove it
- Experience operating a tiered or segmented coverage model, not a single flat book, including the capacity planning and playbook design behind it
- Hands-on experience leveraging and maturing a Customer Success Platform (Planhat, Gainsight, or similar), including health score design and forecast governance

Tags: Customer Success