Manager of Commercial Customer Success

Join Windfall as the Manager of Commercial Customer Success. In this role, you will lead a team of Customer Success Managers, scale the end-to-end customer experience, and develop and implement efficient processes to enhance customer engagement and satisfaction. You will also partner with other departments on internal enablement and lead efforts to validate and enhance the effectiveness of Windfall's offerings. This position offers a range of benefits, including medical, dental, and vision coverage, retirement benefits, and stock options.

• Lead and manage a team of Customer Success Managers, focusing on scaling the Commercial vertical and building systems and processes to enhance customer success.
• Develop and execute comprehensive Account Growth Strategies to significantly increase usage, adoption, and ultimately, lifetime value and revenue for customers.
• Serve as a trusted advisor and industry expert, translating Windfall's data intelligence into high-impact business outcomes for customers, and leading Executive Business Reviews with client C-level/SVP sponsors.
• At least 8 years of experience in analytical, customer-facing roles (e.g., customer success, consulting, solution consulting, implementations, growth strategy), with a minimum of 3 years leading Customer Success teams
• Strong presentation design and delivery skills
• Established track record of building relationships and presenting to Directors, VPs, and C-level executives
• Excellent verbal & written communication skills
• Experience with CRMs (e.g. Salesforce or Hubspot)
• Deep understanding of how data intelligence impacts go-to-market strategies, specifically in areas like digital marketing and performance measurement
• Experience developing success plans and orchestrating cross-functional dynamics to drive positive outcomes with customers
• Passion for learning
• Highly organized with good attention to detail
• Exceptional forecasting acumen and operational rigor, with proven experience identifying risk and growth signals to maintain forecast accuracy and drive commercial discussions
• Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorship
• Bachelor's degree from a top-tier university, MBA a plus
• Understanding of consumer financial data, signals of wealth
• Background in marketing strategy
• Basic knowledge of data science