Siepe is a rapidly growing, Dallas-based SaaS company, specializing in developing tech-enabled solutions for firms in the hedge fund and financial services industry. Our mission is to deliver a single source of truth from which investment managers can find strategic, actionable insights to drive competitive advantage and business growth.
We are a profitable company and offer competitive compensation and benefits while also providing an opportunity for advancement in a growing business.
Siepe is seeking a Director of Relationship Management that will oversee customer satisfaction, retention, and revenue growth while focusing on maximizing client profitability and satisfaction. This role will manage strategic customer relationships and grow a team of relationship managers with the goal of ensuring a consistent, high-quality experience for our customers.
Responsibilities
- Develop and execute a comprehensive customer success strategy that aligns with company goals, driving customer satisfaction, revenue growth, and profitability
- Introduce the Relationship Manager (RM) to new prospective clients during the sales process for opportunities with greater than 50% certainty to build trust with the client and ensure a smooth transition from sales to implementation
- Shepherd new customer relationships from handoff through implementation, ensuring a seamless transition to business-as-usual and fostering long-term engagement
- Establish a regular cadence of engagement with clients, including weekly meetings, monthly updates, and Quarterly Business Review meetings with senior management. Identify client needs and define success metrics
- Build and maintain strong long-term relationships with key customer stakeholders, ensuring high levels of satisfaction, loyalty, and profitability
- Act as the primary escalation point for major customer issues, ensuring prompt resolution and maintaining positive client relationships. Monitor group emails and escalations internally to address client concerns
- Lead, mentor, and develop a team of Relationship Managers, fostering a culture of excellence and continuous improvement
- Ensure that clients realize the value of the Siepe platform and become referenceable clients
- Hold clients accountable for shared responsibilities, tracking performance and completion of tasks to ensure collective goals are met
- Identify upselling and cross-selling opportunities within existing accounts to increase client revenue and drive profitability
- Collaborate with Sales, Product, Marketing, and Support teams to provide a cohesive customer journey, addressing any cross-departmental issues
- Provide actionable feedback to the product and client services teams based on customer insights and evolving needs. Identify product enhancement requests from clients
- Oversee billing responsibilities, ensuring accurate and timely invoicing. Address issues such as billing credits, discrepancies, or unpaid bills, and engage with client AP teams to resolve outstanding payments
- Analyze customer feedback, usage data, and financial metrics to identify trends, pain points, and growth opportunities
- Establish and monitor key performance indicators (KPIs) to assess the effectiveness of customer success initiatives and financial performance
Qualifications
- Bachelor’s degree in business, marketing, or related field (Master’s degree preferred)
- 10+ years of experience in customer success, relationship management, or a similar role, with at least 4 years in a leadership position
- Experience with CLO’s in a middle office capacity and preferably a trustee/ collateral administrator
- US Citizen or Permanent Resident eligible to work in the US without sponsorship
Skills
- Proven track record of building and maintaining long-term customer relationships that drive satisfaction, loyalty, and profitability
- Demonstrated ability to lead cross-functional teams and collaborate with departments such as Sales, Product, Marketing, and Support
- Exceptional communication and negotiation skills, with the ability to manage escalations and resolve customer issues promptly
- Leadership and mentoring abilities, with experience developing high-performing teams in a customer success environment
- Analytical skills with proficiency in interpreting customer feedback, usage data, and financial metrics to drive decision-making
- Strong financial acumen with experience managing revenue growth, profitability, and reducing overdue payments
We are proud to offer a comprehensive benefits package that supports your well-being both inside and outside of work. Enjoy paid holidays and vacation, 401k matching, and bonus opportunities, as well as access to our learning & development program to help you grow your career. Additional perks include daily catered lunches, monthly celebrations, quarterly offsite events, and annual holiday parties. We also provide a generous employee referral program. Join us and be part of a company that invests in your success and values your contributions!
This is the lowest to highest base salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. This range is only applicable for jobs to be performed in New York City. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.
