This seat walks into a post-acquisition retention system where customer trust is under test by platform migration, workflow change, and real-time payments adoption. The Director of Customer Success is the executive owner of renewal risk inside a customer-success function that absorbs friction created upstream.
Post-acquisition core migration pressure
SWIVEL is currently integrating a 2,000+ institution client base onto a consolidated core platform after the 2023 Magic-Wrighter acquisition, completed a full migration of LoanPay Xpress and New Account Funding in June 2025, and added a COO in April 2026 to tighten operating control. That sequence matters because leadership uses platform consolidation to protect margin, standardize execution, and convert acquisition growth into operating leverage. This role exists now because retention, expansion, and escalation control sit at the center of whether that consolidation produces durable revenue or exposes technical debt inside the Connect to Core environment.
Renewal control across sales, product, and support
This role commands the customer success function as a revenue control point, not a hospitality layer. The Director owns retention performance, expansion discipline, executive escalation handling, and the operating cadence that keeps sales pressure, product debt, and support defects from turning into preventable churn. The mandate is to build a team that can triage migration friction, document root causes, enforce account plans, and deliver renewal outcomes in a culture where numbers attach to Customer Success leadership first.
Migration-era retention deliverables
- Renewal Ownership: Own gross and net retention performance, deploy renewal forecasting, and isolate at-risk accounts before migration friction turns into booked churn.
- Escalation Containment: Triage executive customer escalations tied to workflow disruption, implementation gaps, and real-time payment adoption issues, then document actions and enforce follow-through across internal teams.
- Cross-Functional Discipline: Align sales, product, and support around account health signals, expansion timing, defect patterns, and communication standards that reduce renewal resistance.
- Team Buildout: Audit current customer success coverage, set operating metrics, coach managers and individual contributors, and deliver a function that can absorb pressure without losing account control.
Executive-level customer success proof points
- Leadership Tenure: 96 months of customer success, account management, or post-sales revenue leadership experience, including direct ownership of retention or renewal targets.
- Fintech Operating Context: Prior work inside fintech, payments, banking technology, or another regulated B2B software environment where implementation quality and product defects affect renewals.
- Cross-Functional Command: Demonstrated ability to lead through sales pressure, product backlog constraints, and support escalation volume while keeping executive stakeholders aligned to measurable account outcomes.
San Antonio retention leadership compensation context
For a part-time director seat carrying renewal accountability inside a fintech platform transition, this pay band is a mid-market leadership range rather than a premium turnaround package. San Antonio keeps housing costs below larger fintech hubs, but the on-site requirement turns commute time into part of the trade.
- Base Salary Range: $90,000 – $120,000 USD / Year
- Operating Exposure: Direct visibility into retention, expansion, migration risk, and executive escalation patterns that sharpen commercial judgment fast.
- Career Signal: This role builds a credible path toward VP of Customer Success, VP of Account Management, or broader post-sales revenue leadership.
San Antonio presence and fit check
- The Physical Presence Directive
- Location: San Antonio, Texas. Status: On-site. This role is tied to the San Antonio office at 9311 San Pedro Ave.
- Relocation Posture
- Relocation support is not built into the operating model. Leadership is tightening control and standardizing execution, so this hire reports locally without a funded move.
- The Candidate This Role Is Built For
- This role is built for an ascent-stage customer success leader who wants executive credibility through hard retention ownership, not for someone seeking a low-conflict service environment.
Green Flags
- Advantage: Executive Retention Credential: Eighteen months here gives a hard market signal that the candidate can run Customer Success inside a high-pressure fintech transformation and hold revenue under political pressure.
- Advantage: Cross-Functional Visibility: The role sits close to sales, product, support, and operations, which gives direct exposure to the decisions that shape renewals instead of limiting the leader to account-level firefighting.
Red Flags
- Warning Sign: Upstream Failure, Downstream Blame: Customers affected by migration issues, workflow changes, and product gaps land with Customer Success as churn risk, and missed retention targets attach to this leader even when root cause sits elsewhere.
- Warning Sign: Part-Time Title Compression: This is a director title with executive-level accountability on a part-time structure, which raises the risk of full-scale ownership without full-scale time to contain escalations and build process depth.
