Dallas, TX / New York, NY / Houston, TX

Siepe is a rapidly growing, Dallas-based SaaS company, specializing in developing tech-enabled solutions for firms in the hedge fund and financial services industry. Our mission is to deliver a single source of truth from which investment managers can find strategic, actionable insights to drive competitive advantage and business growth.

Siepe is seeking a Director of Relationship Management that will oversee customer satisfaction, retention, and revenue growth while focusing on maximizing client profitability and satisfaction. This role will manage strategic customer relationships and grow a team of relationship managers with the goal of ensuring a consistent, high-quality experience for our customers.

We are a profitable company and offer competitive compensation and benefits while also providing an opportunity for advancement in a growing business.

Responsibilities

• Develop and execute a comprehensive customer success strategy that aligns with company goals, driving customer satisfaction, revenue growth, and profitability.
• Introduce the Relationship Manager (RM) to new prospective clients during the sales process for opportunities with greater than 50% certainty to build trust with the client and ensure a smooth transition from sales to implementation.
• Shepherd new customer relationships from handoff through implementation, ensuring a seamless transition to business-as-usual and fostering long-term engagement.
• Establish a regular cadence of engagement with clients, including weekly meetings, monthly updates, and Quarterly Business Review meetings with senior management. Identify client needs and define success metrics.
• Build and maintain strong long-term relationships with key customer stakeholders, ensuring high levels of satisfaction, loyalty, and profitability.
• Act as the primary escalation point for major customer issues, ensuring prompt resolution and maintaining positive client relationships. Monitor group emails and escalations internally to address client concerns.
• Lead, mentor, and develop a team of Relationship Managers, fostering a culture of excellence and continuous improvement.
• Ensure that clients realize the value of the Siepe platform and become referenceable clients.
• Hold clients accountable for shared responsibilities, tracking performance and completion of tasks to ensure collective goals are met.
• Identify upselling and cross-selling opportunities within existing accounts to increase client revenue and drive profitability.
• Collaborate with Sales, Product, Marketing, and Support teams to provide a cohesive customer journey, addressing any cross-departmental issues.
• Provide actionable feedback to the product and client services teams based on customer insights and evolving needs. Identify product enhancement requests from clients.
• Oversee billing responsibilities, ensuring accurate and timely invoicing. Address issues such as billing credits, discrepancies, or unpaid bills, and engage with client AP teams to resolve outstanding payments.
• Analyze customer feedback, usage data, and financial metrics to identify trends, pain points, and growth opportunities.
• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of customer success initiatives and financial performance.

Qualifications

• Bachelor’s degree in business, marketing, or related field (Master’s degree preferred).
• 10+ years of experience in customer success, relationship management, or a similar role, with at least 4 years in a leadership position.
• Experience with CLO’s in a middle office capacity and preferably a trustee/ collateral administrator.
• US Citizen or Permanent Resident eligible to work in the US without sponsorship.

Desired Skills

• Proven track record of building and maintaining long-term customer relationships that drive satisfaction, loyalty, and profitability.
• Demonstrated ability to lead cross-functional teams and collaborate with departments such as Sales, Product, Marketing, and Support.
• Exceptional communication and negotiation skills, with the ability to manage escalations and resolve customer issues promptly.
• Leadership and mentoring abilities, with experience developing high-performing teams in a customer success environment.
• Analytical skills with proficiency in interpreting customer feedback, usage data, and financial metrics to drive decision-making.
• Strong financial acumen with experience managing revenue growth, profitability, and reducing overdue payments.

Perks

• Comprehensive Benefits Package
• Paid Holidays & Vacation
• 401k Match
• Bonus Opportunities
• Learning & Development Program
• Referral Program
• Daily Catered Lunches
• Monthly Celebrations
• Quarterly Offsite Events
• Holiday Parties