We are seeking a passionate and visionary Director of Customer Success to lead and grow our customer success team!  In this strategic leadership role, you will be responsible for developing and implementing a comprehensive customer success strategy that drives long-term customer retention, satisfaction, and advocacy.  You will build and manage a high-performing team, ensuring exceptional customer experiences and maximizing the lifetime value of our clients.

Responsibilities:

• Lead the development and execution of a data-driven customer success strategy aligned with overall company goals.
• Define and implement key customer success metrics and KPIs to measure performance and identify areas for improvement.
• Build, develop, and manage a high-performing customer success team, fostering a culture of collaboration and continuous learning.
• Onboard new hires and provide ongoing coaching and mentorship to customer success specialists.
• Establish and maintain strong relationships with key customer contacts (executive sponsors, decision-makers).
• Proactively identify customer needs, risks, and opportunities for upselling and cross-selling.
• Develop and deliver customer success programs (e.g., onboarding, training, webinars) to ensure product adoption and value realization.
• Advocate for the customer voice within the organization and champion product development initiatives that enhance customer experience.
• Oversee customer support operations and ensure efficient resolution of customer inquiries and issues.
• Partner with other departments (e.g., sales, marketing, product) to ensure a seamless customer journey and foster cross-functional collaboration.
• Track industry trends and best practices in customer success to identify opportunities for innovation.
• Develop and manage the customer success budget effectively.

Qualifications:

• Minimum 10-15 years of experience in customer success, account management, or a related leadership role.
• Proven track record of building and leading high-performing customer success teams.
• Strong understanding of customer success best practices (customer onboarding, training, churn management).
• Excellent leadership, communication, and interpersonal skills with the ability to motivate and inspire a team.
• Experience developing and implementing customer success metrics and reporting dashboards.
• Ability to think strategically and translate customer needs into actionable insights.
• Experience collaborating with cross-functional teams across the organization.
• Experience with customer success software a plus.
• Bachelor's degree in Business Administration, Communications, or a related field preferred.

Benefits:

• Competitive salary and benefits package.
• Opportunity to lead and shape the future of customer success at our company.
• Build a high-performing team and create a culture of customer obsession.
• Make a significant impact on company growth and revenue.
• Be part of a dynamic and collaborative work environment.