Director of Customer Success

About the role

Foundry Financial provides accounting, finance operations and administrative infrastructure for startups, founder-led companies and growing businesses, helping them build practical, scalable finance systems. It is looking for a Director of Customer Success for a full-time, on-site position in Algiers, Algeria. The role oversees the end-to-end customer lifecycle, ensuring high satisfaction, retention and value realization across the company's client portfolio.

Key responsibilities

• Lead and mentor the Customer Success team
• Develop processes and playbooks for onboarding and ongoing support
• Partner with account managers to address client needs and risks
• Monitor key customer metrics and conduct business reviews
• Collaborate with product and operations teams to improve the customer experience and drive service adoption
• Build strong executive-level relationships with clients, manage escalations and contribute to growth-oriented strategic initiatives

Required profile

• Proven track record in customer retention and account management, including renewals, churn mitigation and relationship expansion
• Experience driving customer satisfaction and experience through structured processes and clear success plans
• Strong team leadership, with experience hiring, coaching and developing customer-facing teams
• Experience with B2B clients, ideally in finance, SaaS or professional services
• Bachelor's degree in Business, Finance, Management or a related field; advanced degree or relevant certifications are an asset
• Fluency in English; proficiency in French or Arabic is highly beneficial

Required skills

• Data-driven mindset, using customer metrics, feedback and analytics to inform decisions
• Excellent communication, stakeholder management and conflict resolution
• Comfort presenting to senior executives