The Customer Success Director will build out the Customer Success infrastructure, setting in place the tools, policies, and procedures needed to provide excellent customer service. The role will build and manage a world-class team to take care of our customers and collaborate with Product and other internal teams to ensure we are providing a top-tier customer experience.

What you will do at First Boulevard:

  • Builds an innovative Customer Success organization from the ground up.
  • Plans, manages, negotiates, and executes the transition to in-house customer service.
  • Builds processes for directing customer feedback to leadership and product teams to inform their decision-making.
  • Collaborates with the VP of Product to design product features that will anticipate and intuitively respond to potential customer requests to promote a top-tier customer experience in the app.
  • Works with the Product team to prioritize and implement next-level customer advocacy features.
  • Works with our partner organizations to ensure excellent service for our first users and beyond.
  • Creates a roadmap for the Customer Success function.
  • Identifies the structures and architecture needed to support our first users and beyond.
  • Identifies and implements important metrics to continually measure success.
  • Creates channels for customer feedback to reach internal stakeholders as well as making recommendations on priority.
  • Serves as premier internal advocate for customer success.
  • Identifies opportunities to proactively address potential customer issues before they escalate.
  • Creates a repository of servicing artifacts for internal and external customers.
  • Ensures our voice and tone show up in all aspects of customer success interactions.
  • Performs other related duties as assigned.

Requirements:

  • Ability to build a Customer Success organization or experience being one of the first Customer Success hires in a company.
  • Experience building teams and processes, with the ability to take a long view, balancing current and future needs.
  • Knowledge and experience providing secure and compliant customer service within regulated industries.
  • Ability to create a strong methodology on how a Customer Success team should run within a startup.
  • Ability to provide both tactical and strategic support, planning and working towards the longer-term vision.
  • Strong customer service skills with the ability to strongly advocate for our customers, keeping customers central in all we do.
  • Excellent written and verbal communication skills.
  • Strong managerial skills.
  • An understanding of the #bankblack movement and mission alignment with First Boulevard.
  • Ability to craft content and speak in a brand voice that might not be your own.
  • Ability to thrive in an unstructured environment and comfortable establishing structure.
  • At least five years of Customer Success management experience.
  • Experience managing teams of ten or more Customer Success reps and managers.
  • Banking or finance experience is a must, fintech and/or neobank experience is a huge plus.
  • Digital community-building experience preferred.
  • Startup experience preferred.

About us:

First Boulevard is a modern financial technology company building generational wealth for Black America. Though unbanked, underbanked and underserved, the Black community’s $1.4 trillion in annual economic impact provides a significant base to build upon. By providing a platform focused on improving financial livelihood through incentive-based financial education, Black-focused spending and automated wealth building, First Boulevard helps members remove the stress from managing their money while also developing positive financial behaviors and habits to reach goals faster.

  • 17% Black Americans do not have a bank account.
  • The disparity in average net worth between black families and white families in America is $153,000.
  • Incumbent banks require on average an additional $245 in deposit minimums for Black Americans to avoid fees.
  • Black families are being underserved and overcharged by incumbent banks.

***WHEN APPLYING, PLEASE COMPLETE THE APPLICATION QUESTIONS IN FULL IN ORDER TO BE CONSIDERED FOR THIS ROLE***

Why join the First Boulevard team?

First Boulevard is working hard to build generational wealth for our Black community. We are here to make a big impact, and we’re looking for team members to help achieve our goals by building an amazing financial product. Work for a company that walks their talk! Our team members enjoy competitive compensation and a generous benefits package, including:

  • High-quality, comprehensive Aetna medical plans. The company pays 100% insurance premiums for employees, and 75% of premiums for spouse and family.
  • Dental and vision insurance.
  • Meaningful equity via stock options.
  • Flexible vacation plan and 10 paid holidays.
  • Wellness program.
  • Advancement opportunities with a fast-growing company.

We are an Equal Opportunity Employer.