Vice President of Customer Success

MCO is in a period of unprecedented development and innovation.  New funding coupled with an established and dynamic founder-led business. We are not a start-up; we have an incredible solution set; a wide roster of global enterprise clients; an incredible, achievable product road map; and the appetite and ability to transform our industry.  You will be part of a dynamic team, reporting directly to the Chief Customer Officer, and help shape how MCO's most strategic customers experience everything we are building.
 
We are seeking strategic and critical thinkers.  Motivating leadership and enthusiasm with an appetite to lead from the front.
 
About the Role
MCO is looking for a Vice President of Customer Success to manage our top enterprise clients.  You will own the relationships behind our most significant customers and make sure they achieve measurable business outcomes, with retention, growth and advocacy as the result.  The ability to cultivate executive relationships while keeping connected to necessary details is critical.
 
In this role, you will be the executive face of MCO with an exclusive focus on the largest global banks, asset managers and investment banks that rely on our platform most. You will lead a dedicated team of Customer Success Managers and build the governance and playbooks that turn these relationships into long-term partnerships and a lasting engine of expansion.
 
Responsibilities

• Work to refine and execute the enterprise strategy for MCO’s largest accounts, including a robust engagement model, with account plans (including expansion) executive sponsors and clear success criteria for      every account.
• Lead a dedicated team of Strategic Customer Success Managers and foster a culture of business outcomes and long-term partnership.
• Own renewal and retention performance for Platinum accounts, including retention and health.
• Partner with our experienced sales organization on cross-sell and multi-product growth within each account.
• Build trusted relationships with C-suite executives including Chief Compliance Officers, Chief Operating Officers, Chief Risk Officers and other senior business leaders.
• Lead executive business reviews and strategic governance programs for each customer.
• Serve as the escalation point for critical matters, coordinating Product, Support, Services and Engineering to resolve them.
• Demonstrate measurable value from each customer's investment in MCO.
• As the voice of the customer, you will represent customers’ needs and priorities across the company.
• As a leader of your team, you’ll recruit, coach and retain top Customer Success Managers to assist in the mission.

 
What You'll Bring

• 10+ years in Customer Success, Account Management, Professional Services or a related customer-facing leadership role.
• Demonstrated success in managing strategic, high-value enterprise accounts and owning their retention, renewals and growth.
• Credibility with executive stakeholders in large, complex, regulated organizations.
• Strong commercial acumen in recurring-revenue businesses.
• Appetite to engage clients in person.

 
Preferred

• Background in RegTech, FinTech, compliance technology, risk management or governance SaaS.  
• Experience supporting complex banks, wealth managers, asset managers, hedge funds, insurers or capital markets firms. Global experienced desirable but not required.
• Knowledge of regulatory compliance, conduct risk, employee compliance, surveillance or governance programs.

 
Location and Travel

• Based in the Metropolitan New York area preferred, with a hybrid work arrangement.
• Travel required, including visits to customers, conferences and to MCO offices.

 
About MCO (MyComplianceOffice)
MCO helps financial services firms run compliance programs with ease and efficiency. Our mission is a fair, transparent and trusted financial environment worldwide, built by helping organizations meet their regulatory obligations to society.
 
Our unified platform brings compliance monitoring to a new level giving our clients unique and powerful insights to manage risk and detect potential violations before they occur.  MCO is leads our industry in bringing the most innovative solutions across a broad domain.   Our clients are regulated by the SEC, FINRA and state governments as well as a large number of international jurisdictions.  We have 500+ professionals serving 1.5 million+ users in 128 countries, and customers including the world’s financial institutions.