Director of Client Success, DailyPay
Small to Medium Enterprise
$148-227k
Salary dependent on location
On-demand pay platform
Open for applications
On-demand pay platform
501-1000 employees
Open for applications
$148-227k
Salary dependent on location
501-1000 employees
Company mission
To build a new financial system that starts working, the minute work starts.
Role
Who you are
- BA/BS degree in Business Administration, Sales, or a relevant field (or equivalent experience)
- Leadership Experience: Proven experience leading GTM teams through the client lifecycle , preferably in a SaaS environment
- Strategic Mindset: Ability to drive product roadmap improvements and develop retention strategies for at risk clients
- Performance Management: Experience in managing KPIs to drive team success and achieve strategic outcomes
- Problem-Solving Skills: Exceptional problem-solving abilities and the capacity to thrive in a fast-paced, dynamic environment
- Collaboration and Innovation: Commitment to fostering a culture of collaboration, innovation, and continuous improvement
- Enterprise Customer Success Expertise: Deep understanding of Enterprise CS models driving Business Results and CLV, with a minimum of 5+ years in Customer Success
- Team Management: Experience managing a team of CSMs and developing, scaling, and managing a high-performing CS team
- Industry Knowledge: 10+ years in SaaS, specifically in Payroll/TMS/HCM/Benefits/Technology, with some time in business development or sales
- Effective Communication: Strong communication and collaboration skills, with the ability to represent the team in high-stakes client meetings and advocate for both team and client needs
What the job involves
- Join our team as the Senior Director of Client Success, SME and take charge of driving measurable human capital management outcomes for DailyPay SME clients
- You will lead a team responsible for growing the eligible, enrolled, and adopted employee base within each SME client by introducing and influencing employer financial wellness best practices and communication channels while managing high-level client escalations, and fostering strong client stakeholder relationships
- As a key member of our leadership team, you will advocate for both your team and our clients, contributing to product and marketing roadmap improvements and ensuring Annual Operating Plan targets are met
- Reporting to the Chief Customer Officer, the Sr Director of Client Success, SME will be responsible for the development, improvement and execution of strategies (success plays) that maximize end-user enrollment and adoption while ensuring client retention with an industry-leading experience for our Small Medium Enterprise (SME) customers (with less than 2,000 employees)
- Organization / Personnel
- Build, motivate, and lead a high-performance in-office and remote Client Success Team
- Support career development through measurable OKRs and performance feedback
- Provide recognition for individual, team, and cross-functional achievements. Go-To-Market
- Facilitate executive decision-making to support a ~600 client book of business
- Partner with sales and leadership to close pipeline deals and set expectations
- Collaborate with Marketing to grow the end-user population throughout the customer lifecycle
- Work with CS Enablement to drive revenue through cross-sell and up-sell opportunities
- Support the creation of Success Plays and other assets for GTM initiatives
- Minimize client operational losses in collaboration with Payments, Trust and Safety, and other teams
- Manage customer escalations and ensure prompt resolutions
- Deliver impactful QBRs with senior customer management
- Stay ahead of market risks and competitive differentiators, providing actionable churn risk insights. Governance / KPIs
- Manage individual and team CS KPIs (Net Enrolled Retention, Churn, and CSM scorecard)
- Focus on quarterly and annual KPI goals related to Enrollment, Adoption, Permissions, and NPS/CSAT
- Lead pipeline management for upsell and cross-sell opportunities using Catalyst
- Maintain Catalyst account health fields to predict churn indicators
Our take
DailyPay hopes to transform the financial system through providing enterprises with on-demand pay solutions, including a raft of market-leading products and programs.
The fast-growing on-demand pay sector is fuelled both by added financial stressors for employees post-pandemic, and a real employee appetite for on-demand pay - in addition to hopes it will combat the draw of predatory payday loans. Multiple surveys suggest over half consider it an attractive benefit. This should incentivize adoption, as companies are likely to enjoy a competitive edge when it comes to employee recruitment and retention.
DailyPay’s leading reputation has, fortunately, attracted larger businesses who can take the hit, like Macdonalds, Kroger, and Lidl. The company has raised impressive funds which are cited to support domestic growth and international growth. This will allow DailyPay to invest in further product innovation.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
Jan 2024
$75m
LATE VC
May 2021
$175m
SERIES D
Total funding: $279.8m
Company benefits
- 401(K) with 4% match
- Unlimited PTO
- Medical, Dental & Vision Plans
- Annual Learning Stipend
- DailyPay for DailyPay
Company values
- Do Your Research - Knowledge is power. Study, internalize and research so you can have a well-reasoned view. It’s about being prepared but also understanding that your view can change and evolve as you continue to do your research.
- Start Simple - When taking on something new, the key is to just get started. Don’t worry about automating everything, or having the perfect answer. Start simple. Test, learn, iterate.
- See The Circle - Every DailyPayer is part of this bigger mission and we are all working towards the same goal. Regardless of what you’re working on, you have a circle of colleagues that surround you. Involve them early and often, because it will make us stronger.
- Pull The Wagon - Winning takes teamwork, ambition and diligence, not egos. Pitch in and do whatever it takes to move the company forward. Leaders pull the wagon alongside the team. They don’t direct orders from it. Set the example. You’ll also probably learn more by doing so.
- Move The Line - Every day, in everything you do, challenge yourself and move the line. Push your own boundaries by focusing on incremental improvement. Be forward-thinking. Embrace change and innovation.
- We Win With Diversity - Diversity is more than just the sum of our many parts. It’s our superpower — not just the right thing to do, but how we win. Whether through our diversity of background, experience, opinions, or views, it’s how we build a sustainable business.
- Act Like An Owner - Decisions are creative opportunities for expansiveness. Be greedy for the best long-term outcome, even if it causes short-term sacrifice. Act with purpose and invent the future. Be maniacally focused on building the best long-term solutions for our stakeholders.
Company HQ
Financial District, New York, NY
Articles
Founders
Kevin Coop
(CEO, not founder)Previous President, North America for Dun & Bradstreet and Group Exec and President at Black Knight. Was also the President of the Financial Services Division at Verisk.
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