Director, Customer Success

Position Summary

The Director, Customer Success is responsible for establishing and executing the strategic vision for customer success across a portfolio of municipal clients within the parking and mobility sector. This role provides leadership over highly strategic customer relationships and drives initiatives that enhance customer retention, operational performance, and business growth.

Essential Duties And Responsibilities

• Establish and execute customer success strategies that align with organizational objectives and drive long-term customer value, retention, and growth.
• Lead a portfolio of highly strategic municipal partnerships with significant operational, financial, and reputational impact.
• Serve as the executive relationship owner for key customer accounts, elected officials, and senior municipal stakeholders.
• Provide strategic direction and oversight for complex customer initiatives, implementations, escalations, and service transformation efforts.
• Make critical business decisions regarding customer strategy, risk management, resource prioritization, and service delivery within established organizational guidelines.
• Partner with executive leadership to identify market trends, emerging customer needs, and strategic growth opportunities.
• Influence cross-functional priorities and organizational initiatives to improve customer experience, scalability, and operational performance.
• Establish governance frameworks, performance metrics, and account management standards to ensure consistent delivery and customer success outcomes.
• Represent the organization with municipal leaders, industry organizations, strategic partners, and external stakeholders to strengthen market presence and business development opportunities.
• Lead, develop, and mentor Customer Success team members while fostering a culture of accountability, collaboration, and continuous improvement.
• Provide executive reporting and strategic recommendations regarding customer performance, risks, opportunities, and market trends.
• Sponsor enterprise initiatives that improve customer retention, profitability, and organizational effectiveness.

What You’ll Need to Succeed

• Demonstrated success managing highly complex customer relationships, multi-year government contracts, and executive-level stakeholder partnerships.
• Significant experience leading strategic initiatives that influence customer outcomes and organizational performance.
• Strong commercial and financial acumen, including experience driving contract negotiations, business planning, and revenue growth initiatives.
• Demonstrated ability to make independent decisions in complex and ambiguous situations with significant business implications.
• Exceptional executive communication, negotiation, and influencing skills.
• Proven ability to lead through influence across multiple functions and align diverse stakeholders around strategic priorities.
• Experience developing teams, establishing operating frameworks, and driving organizational change.
• Willingness to travel as needed to support customer relationships and business growth objectives.

Education / Experience / Skills

• High school diploma or GED equivalent.
• Ten (10) + years of experience in customer success, strategic account management, government contracting, municipal services, or equivalent leadership roles.

Physical Demands and Working Conditions

This role is primarily computer-based and may be performed in an office or remote work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

What We Offer

• Professional environment, stability, upward mobility, and a wide breadth of benefits.
• Medical, Dental, & Vision Insurance.
• Healthcare & Dependent Flexible Spending Accounts (FSA).
• Health Savings Account (HSA) with Employer Contribution.
• Company Paid Life and AD&D Insurance.
• Company Paid Short- & Long-Term Disability.
• Employee Assistance Program (EAP).
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor).
• Paid Time Off 10 Company Holidays.
• PTO Accrual.
• Sick Time Accrual.
• Parental Leave.
• Jury Duty.
• Military Leave.
• Bereavement.
• Other Voluntary Benefits.
• Life and AD&D Insurance for Employees/Spouse/Child(ren).
• Critical Illness.
• Accident Insurance.
• Dependent Care Flexible Spending Account (DCFSA).

About Duncan Solutions, LLC

Duncan Solutions, LLC, is a full-service transportation management company that focuses on connecting people, technology, and data to make cities more livable and efficient. As a leading provider of parking and tolling management solutions, we support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, integrated on-street parking management, and more.