Vice President of Customer Success

Company Description

CONKLIN FANGMAN INVESTMENT COMPANY is an investment management firm based in Hutchinson, Kansas, serving clients across the United States. The company focuses on managing investments with a disciplined, long-term approach and an emphasis on client trust and transparency. As a lean and focused organization, it values strong relationships, consistent performance, and responsive service. Team members work closely with clients and stakeholders to support financial goals while upholding high ethical and professional standards. Role Description The Vice President of Customer Success is a full-time, remote role responsible for overseeing client relationships and ensuring an excellent end-to-end customer experience. This role leads customer success strategies, sets retention and satisfaction targets, and partners with sales and account management teams to drive long-term value for clients. Day-to-day responsibilities include monitoring customer satisfaction metrics, identifying at-risk accounts, guiding renewal and expansion efforts, and aligning services with client needs. The Vice President will develop and refine customer success processes, coach and mentor team members, collaborate with internal stakeholders on product and service improvements, and report on customer health and performance to senior leadership.

Qualifications

Demonstrated ability to drive strong Customer Satisfaction and Customer Experience outcomes, including setting and tracking key performance indicators. Proven experience with Customer Retention strategies and Account Management, focusing on renewals, upsell opportunities, and long-term relationship building. Background in Sales collaboration, including partnering with sales teams to support new client onboarding and ongoing revenue growth. Leadership experience managing customer-facing teams, with skills in coaching, performance management, and cross-functional collaboration. Strong analytical skills, including the ability to interpret customer data, identify trends, and propose actionable improvements. Excellent written and verbal communication skills, with the ability to interact effectively with clients and internal stakeholders at all levels. Experience in financial services or investment management is highly beneficial. Bachelor’s degree in business, finance, or a related field; advanced degree or relevant certifications are a plus.