Director - Customer Success

Main Responsibilities

• Build and refine the foundational processes, systems, and operating model that enable a consistent, scalable, and high-performing Customer Success organization.
• Drive disciplined operational execution by establishing clear plans, milestones, risk management approaches, and strong accountability across the team.
• Analyze existing processes to identify opportunities to streamline, automate, and simplify workflows to improve efficiency and scalability.
• Establish and enforce standardized best practices, playbooks, and success frameworks for enterprise customers.
• Implement technology, tooling, and workflows that improve visibility, efficiency, and decision-making across the customer lifecycle.
• Support the build-out of the new Customer Success Platform, including process design, enablement, and playbook development.

Customer Lifecycle, Adoption & Value Realization

• Ensure a consistent, high-quality post-sale experience that drives adoption, engagement, satisfaction, and measurable customer outcomes.
• Own the post-sale phase of the customer journey, for both new customer onboarding and existing customer success programs, ensuring strong adoption, retention, and health across regional and enterprise accounts.
• Drive core Customer Success outcomes, including improved GRR/NRR, higher product adoption, increased customer satisfaction and NPS, and expanded advocacy.
• Use GRR/NRR insights to identify risks, highlight growth opportunities, and drive targeted actions that strengthen commercial performance.

Analytics, Reporting & Continuous Improvement

• Develop and utilize metrics and KPIs to measure regional and global CS performance, identifying trends related to usage, satisfaction, and operational efficiency.
• Produce clear reporting on customer health, risks, escalations, and trends to inform leadership and guide strategic actions.
• Continuously refine the customer journey, reinforcing consistent, repeatable touchpoints across customer segments.

Cross-Functional Leadership & Alignment

• Partner closely with Sales to coordinate retention and expansion strategies and ensure a seamless handoff and ongoing collaboration.
• Closely collaborate with Product to provide actionable Voice of Customer insights and influence product roadmap priorities.
• Collaborate with Research teams to ensure customers fully leverage Woodmac's content, analysis, and domain expertise.
• Provide executive-level visibility into customer trends, risks, and opportunities.
• Contribute to cross-functional operational reviews and support progress reporting to the SVP, Customer Organization.

Team Leadership & Talent Development

• Manage and develop a high-performing team of Customer Success Senior Managers and specialists focused on adoption, engagement, and value realization.
• Mentor and coach CSMs to mature into strong trusted advisors and operational leaders.
• Support development of compensation plans, operating models, and career paths aligned with team responsibilities and business goals.
• Foster an inclusive, engaged, and high-accountability team culture with strong performance management discipline.