Head of Client Success — Ninth Wave

About Ninth Wave

Ninth Wave delivers secure data connectivity to financial institutions of all sizes, providing tools for data sharing and data acquisition. With configurable controls, visibility, and insights into all connections between aggregators, third-party apps, and internal applications, Ninth Wave empowers financial institutions and their customers with access and oversight to their connected apps. Its single point of direct integration connects to a universal suite of open finance APIs, enabling secure data exchange in a holistic and scalable open finance ecosystem — serving retail and commercial banks, wealth managers, credit card issuers, tax providers, and more.

My Role

As Head of Client Success at Ninth Wave, I was responsible for the entire customer experience following the signing of a partnership agreement. This encompassed implementation, relationship management, client success, procurement, and operations — ensuring every client realized the full value of Ninth Wave’s platform from day one and beyond.

I led a dynamic team dedicated to delivering unparalleled client satisfaction, shaping the vision for client engagement, driving best practices, and fostering a culture of continuous improvement. Working closely with cross-functional teams, I aligned product and service offerings with clients’ evolving needs to deliver tailored solutions that drove mutual success.

What I drove:

▪ Built and scaled onboarding, training, and support processes from the ground up, creating repeatable and efficient workflows that measurably reduced time-to-value for new clients and set a strong foundation for long-term success

▪ Defined and implemented a comprehensive KPI framework to measure customer success initiatives across the organization, consistently surpassing targets and directly contributing to revenue growth and client retention

▪ Championed cross-functional collaboration between customer success, sales, product, and support teams — breaking down silos and ensuring seamless client experiences with full alignment on objectives and priorities

▪ Cultivated deep, trust-based relationships with top-tier clients, serving as their primary advocate and strategic advisor, which resulted in expanded partnerships and increased upsell and cross-sell opportunities

▪ Acted as a key strategic advisor to executive leadership, delivering data-driven insights and recommendations rooted in deep analysis of customer behavior and internal company dynamics — directly influencing business decisions and driving sustainable growth