VP, Client Success and Support

About d1g1t

d1g1t is the industry’s first enterprise wealth management platform powered by institutional-grade analytics and risk management tools that allows firms to elevate the quality of their advice and demonstrate its value to clients. Through a single integrated solution that covers the entire advisory lifecycle, d1g1t provides wealth management firms with a whole new set of capabilities they’ve never had before. Headquartered in Toronto, the company was founded and is led by an experienced financial technology team who have developed leading enterprise portfolio systems for many of the world’s banks, institutional asset managers, hedge funds and regulators.

Role Overview

We are seeking an experienced VP Client Success and Support to lead d1g1t’s post-implementation client experience, support client retention and foster strong customer partnerships that support long term growth.

As VP Client Success and Support, you will be responsible for the strategy, operations, and leadership of d1g1t’s post implementation areas which includes 24/7 Client Support, Customer Advocacy, Training, Customer Success Management and Renewals. You will develop and scale a best in class customer success organization that delivers exceptional service, maximizes retention and expansion, and helps shape a client-focused culture.

Key Responsibilities

• Develop and execute the strategy and roadmap for Customer Success and Client Support aligned with company growth objectives.
• Define and measure success metrics including retention, expansion, and client satisfaction.
• Act as the voice of the customer within the organization.
• Oversee d1g1t’s client support operations, including 24/7 availability, responsiveness, and service excellence.
• Define and optimize support processes, escalation protocols, and service-level agreements.
• Introduce and manage tools and automation to enhance customer experience and operational efficiency. Use data and analytics to identify trends and continually improve client support.
• Provide leadership to drive client adoption, positive business outcomes and account growth.
• Implement playbooks, lifecycle management plans to ensure consistent client outcomes.
  Design scalable client support models to support profitable growth and to support different customer segments.
• Oversee strategy and execution for customer education and advocacy, with strong referenceable customers.
• Manage steady renewal rates and reduce down sell & churn. Identify up sell opportunities.
• Build, mentor, and scale high-performing teams across Customer Success, Support, and Account Management. Foster strong client focused culture. Support continuous learning and development within team.

Required Skills and Qualifications

• Degree in business, technology, or related field preferred, with a passion working in a high growth tech environment.
• Minimum of ten years experience in client success and support leadership role.
• Demonstrated success in managing Client Support and Customer Success teams. Strong track record of driving customer retention, satisfaction and growth in a high growth SaaS environment.
• Strong operational and analytical background.
• Adept at interpreting and leveraging data insights.
• Ability to understand business objectives and align d1g1t accordingly
• Ability to communicate and partner effectively across internal teams and with external stakeholders
• Results focused with ability to drive both activity and outcome metrics
• Enthusiastic and client focused leader with strong communication skills

Perks of working at d1g1t

• Excellent opportunity to join a fast-growing Fintech startup experiencing hyper growth
• Working in a culture of collaboration, innovation and internal mobility where your voice is valued and given importance
• Competitive compensation package with bonus and comprehensive healthcare benefits
• Employee and Family Assistance Program
• Fitness and Wellness Credit
• Continuing Education Allowance
• Hybrid work environment and flexible hours
• Mac or Windows: choose what suits you