Vice President of Customer Success
Company Description
The Factor Exchange is a specialized platform designed to give brokers and lenders in the merchant cash advance industry broader and more efficient access to the market. By streamlining the funding process, the company connects partners with leading global lenders and supports both low-volume and high-volume business needs. The Factor Exchange focuses on expedited approvals, increased visibility, and a smooth experience for all participants. The organization is committed to innovation and continuous improvement, positioning itself as a transformative force in the merchant cash advance space. Team members join a growth-oriented environment where collaboration and customer focus drive success. Role Description The Vice President of Customer Success is a full-time, remote role responsible for leading the customer success strategy and operations across The Factor Exchange’s broker and lender network. This role oversees customer lifecycle management, including onboarding, engagement, retention, and expansion, ensuring that partners achieve measurable value from the platform. The Vice President will build and manage a customer success team, develop scalable processes, set performance metrics, and collaborate closely with sales, product, and operations to improve customer experience. Daily responsibilities include analyzing customer data and feedback, identifying risk and growth opportunities, implementing best practices for account management, and presenting insights to senior leadership. The position also involves establishing executive-level relationships with key accounts, driving continuous improvement initiatives, and representing the voice of the customer in strategic decisions.
Qualifications
Demonstrated ability to drive Customer Satisfaction and Customer Experience through strong relationship management and service delivery. Proven experience in Customer Retention and Account Management, including managing portfolios of strategic or high-value accounts. Background in Sales or revenue-focused roles, with experience in upsell, cross-sell, or expansion within existing customer bases. Leadership experience building and scaling customer success or account management teams, preferably in financial services or fintech. Strong analytical skills with the ability to interpret customer data, identify trends, and make data-informed decisions. Excellent communication and presentation skills, with comfort engaging at executive and stakeholder levels. Strategic thinking with a hands-on approach to process improvement, program design, and operational efficiency. Bachelor’s degree in Business, Finance, Communications, or related field; advanced degree is a plus. Experience in the merchant cash advance or broader lending industry is highly beneficial. Ability to succeed in a remote, fast-paced, and evolving environment while collaborating across cross-functional teams.