Customer Success
Customer Success Lead (Elite) — Regional Success
Why this role exists
Elite customers pay for outcomes. This role exists to (1) ensure Elite customers achieve value and renew / expand and (2) scale the Elite Advisor Program globally as part of the core Finta admin team.
Finta's Elite model is explicitly designed so advisors can "choose your clients, set your workload, and scale as far as you want" while leveraging Finta's tools, playbooks, and team to deliver fast, high-impact work.
Captain / Co-pilot ownership
- Captain (primary): Activation Queue for high-fit signups (Signup → Activated) when CS is assigned. Self-Serve Growth Queue ownership for paid accounts not yet expansion-ready. Renewal Queue (Renewal Watch). Post-expansion success (after closed-won, CS resumes captaincy).
- Co-pilot (supports): Expansion readiness identification and warm handoff to Sales.
- Critical rule: When an account moves to Expansion In-Progress, Sales becomes captain; after close, CS becomes captain again.
Program-scaling mandate
You're the operator who turns Elite Advisors into a repeatable global machine:
- Recruit + certify Advisors by region, sector, stage, and deal type.
- Build the standard delivery playbook (what "Elite" means, week-by-week).
- Ensure Advisors can lean on Finta's internal team for execution support (lead pulling, data entry, platform automation, warm intro / network mapping, etc.).
- Run quality control: outcome metrics, client satisfaction, and "momentum" visibility inside the workspace.
- Maintain the operating constitution: stage / queue / captain, SLAs, and handoffs.
What success looks like
30 days
- Establish one-captain discipline for assigned Elite accounts (stage + queue + next outcome always clear).
- Stand up the Elite Advisor "operating kit": onboarding checklist, delivery standards, reporting cadence.
90 days
- Improve time-to-activation and time-to-value for Elite.
- Launch an Advisor onboarding path that mirrors "Getting Started" from the program outline: 1:1 platform / process training, running Academy for leads + assets, and ongoing support / admin help for client onboarding.
6 months
- Strong GRR / NRR performance for Elite.
- A scalable global Advisor network with consistent delivery quality and visible weekly momentum.
Reports to: CEO / Head of Customer Success
Responsibilities
- Drive Elite activation and momentum: unblock setup, guide first workflows, keep next actions clear. - Run weekly momentum reviews: progress, blockers, next actions. - Own health scoring + risk mitigation; trigger Renewal Watch appropriately. - Identify expansion readiness signals and execute warm handoffs to Sales with non-negotiable context: customer goal / outcome, usage footprint + stakeholders, why now. - Build and operate the Elite Advisor program globally: recruit and onboard Advisors, train / certify delivery standards (templates, scripts, QA), provide enablement + escalation support, monitor outcomes + satisfaction + retention. - Produce case studies from Elite wins.
Requirements
- High-touch customer success leadership and strong project / program management. - Operational rigor (stage / queue ownership, SLAs, handoffs, documentation). - Ability to push customers forward with calm urgency. - Comfort managing a distributed network (contractors / partners) with quality standards.
Nice to have
- Experience with fundraising / IR, RevOps, CRM deployments, or services delivery. - Experience building certification programs or partner-led service delivery.