Director of Customer Success

Job Title: Director of Customer Success

Job Summary: The Director of Customer Success will lead and manage the Customer Success department, ensuring customer satisfaction, retention, and growth. This role is responsible for overseeing the strategy and execution of programs that drive customer engagement, ensure successful product adoption, and foster long-term relationships with clients. The Director will collaborate with cross-functional teams, including Sales, Product, and Marketing, to align customer success strategies with overall business objectives. This position is remote.

Key Responsibilities:

• Develop and implement customer success strategies to improve customer retention, satisfaction, and growth.
• Lead, mentor, and manage a team of Customer Success Managers and Specialists.
• Drive customer onboarding processes to ensure smooth product adoption and efficient implementation.
• Establish key performance indicators (KPIs) for customer success metrics and monitor team performance.
• Collaborate with Sales, Product, and Marketing teams to identify opportunities for upselling and cross-selling.
• Build and maintain strong relationships with key customers, acting as a trusted advisor to ensure their ongoing success.
• Address and resolve escalated customer issues, ensuring prompt and effective solutions.
• Oversee the creation and delivery of training, resources, and support materials to enhance customer education and product usage.
• Provide regular reporting to executive leadership on customer success metrics and trends.
• Identify areas for improvement in processes and tools, driving initiatives to enhance customer experience.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field (Master’s degree preferred).
• 7+ years of experience in customer success, account management, or a related field, with at least 3+ years in a leadership role.
• Proven track record of managing and developing high-performing teams.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Excellent communication, interpersonal, and negotiation skills.
• Experience working with CRM and customer success software platforms.
• Ability to work cross-functionally and influence decision-making across multiple teams.

Preferred Skills:

• Familiarity with SaaS or technology industries.
• Experience in change management and process improvement.
• Understanding of customer success best practices and trends.

Key Metrics for Success:

• Customer retentionrate
• Net Promoter Score (NPS)
• Customer satisfaction (CSAT) scores
• Upsell and cross-sell rates
• Time to value (TTV) and product adoption rates