POSITION SUMMARY

The Director of Customer Success will be responsible for building, leading, and scaling a high-performing Customer Success team that partners closely with Sales to ensure customers achieve maximum value from our solutions. This role requires a strategic leader who can design and execute processes that drive customer retention, expansion, and satisfaction while fostering a culture of collaboration and accountability.

REQUIRED SKILLS AND ABILITIES

• Strong leadership skills with the ability to build and scale highperforming teams.
• Strategic thinking and proven ability to align customer success goals with commercial objectives.
• Expertise in operational excellence, process design, and scaling customer success programs.
• Datadriven decisionmaking with advanced analytical and problemsolving skills.
• Exceptional communication and presentation abilities, including executivelevel influence.
• Strong crossfunctional collaboration skills with Sales, Product, Marketing, and Operations.
• Proficiency in CRM and customer success platforms.
• Excellent relationship management skills, establishing trusted advisor status with customers.
• Ability to lead through change and foster a culture of accountability and continuous improvement.

EDUCATION AND EXPERIENCE

• Bachelor’s degree preferred; equivalent job experience will be considered.
• At least 10 years experience building and leading Customer Success teams in a B2B environment.
• Strong background in developing and scaling operational processes.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift and/or move up to 15 pounds at times.
• Regularly required to talk or hear.
• Frequently is required to use hands or fingers; handle or feel objects, tools, or controls.
• Occasionally required to stand; walk; sit; and reach with hands and arms.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the office is typically low to moderate.

SUPERVISORY RESPONSIBILITIES

• Participates in the hiring and training of departmental managers and team members.
• Organizes and oversees the work and schedules of departmental managers and team members.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Team Leadership: Build, mentor, and manage a Customer Success team to support the Sales organization and ensure seamless customer engagement.
• Process Development: Design and implement scalable, efficient processes for onboarding, adoption, renewals, and expansion.
• Customer Advocacy: Serve as a voice of the customer, driving crossfunctional alignment to improve the overall customer experience.
• Collaboration with Sales: Partner with Sales leadership to support revenue growth, customer retention, and upsell opportunities.
• Metrics & Reporting: Define and track success metrics, regularly reporting on team performance and customer health to senior leadership.
• Strategic Execution: Develop and execute customer success strategies that align with overall commercial goals.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift and/or move up to 15 pounds at times.
• Regularly required to talk or hear.
• Frequently is required to use hands or fingers; handle or feel objects, tools, or controls.
• Occasionally required to stand; walk; sit; and reach with hands and arms.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the office is typically low to moderate