Director Customer Success

Department: Customer Experience (CX) / Operations
Mission: Democratize finance for all.

About Robinhood

Robinhood is building a modern financial system to serve everyone, not just the wealthy. With trillions of dollars in generational wealth shifting in the coming decades, we are scaling our customer experience and success infrastructure to support millions of self-directed investors, active traders, and crypto enthusiasts.

We operate by a distinct set of values: Insane Customer Focus, High Performance, Safety Always, One Robinhood, Participation is Power, and First-Principles Thinking. If you are a player-coach and operational leader who thrives in a fast-paced environment, this is where you can do the defining work of your career.

Role Overview

As the Director, Customer Success, you will set the strategic vision and operational execution for a high-impact segment of Robinhood’s customer lifecycle. You will lead, scale, and inspire a distributed organization of managers and customer success/experience specialists.

You will own key metrics around customer health, retention, advocacy, product adoption, and service quality. Partnering closely with Product, Engineering, Compliance, and Legal, you will turn customer friction points and escalation themes into actionable roadmap priorities.

What You’ll Do

• Strategic Leadership: Define and execute the multi-year vision for customer success, scaling support frameworks as Robinhood introduces new brokerage, crypto, cash, and advisory features.
• Team Building & Coaching: Hire, develop, and mentor a high-performing, remote-first team of managers and frontline leads, fostering a culture of ownership and psychological safety.
• Data-Driven Operations: Establish operational KPIs, service-level agreements (SLAs), and quality scorecards to measure team efficiency, customer satisfaction (CSAT), and net retention.
• Cross-Functional Influence: Act as the voice of the customer with Product and Engineering leadership, translating macro customer feedback into structural product and UX improvements.
• Risk & Compliance Management: Partner with Legal and Compliance teams to ensure all customer interactions and escalations adhere strictly to regulatory standards (FINRA, SEC guidelines) and internal risk controls.

What You Bring

• Experience: 8+ years of customer success, customer experience, or client operations leadership experience in high-growth tech, fintech, or digital brokerage environments (at least 4+ years managing managers).
• Financial Services Acumen: Strong familiarity with retail brokerage operations, options, margin trading, crypto, or cash management products. FINRA licenses (Series 7/63 or equivalent) are a strong plus.
• Remote Leadership Mastery: Proven ability to build, motivate, and hold accountable a high-performing remote organization across multiple time zones.
• Analytical Rigor: Deep fluency in data analysis, workforce planning, ticketing platforms (e.g., Zendesk, Salesforce), and CS analytics tools.
• First-Principles Mindset: A natural inclination to question legacy processes, scale through automation and AI tools, and put the customer first.

What We Offer

• Competitive base salary, performance-based bonus, and equity compensation.
• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off and flexible remote work policies.
• Investment in cutting-edge AI tools and continuous professional development.
• Regular virtual and in-person team offsites to connect with leaders and peers.

Required qualifications:

• Legally authorized to work in the United States

Preferred qualifications:

• 16 years or older