Senior Director, Customer Success
Role Overview
Define and implement the strategy for the Customer Success department, aligning with company objectives
Lead, mentor, and develop teams of customer success managers and professionals to ensure high performance
Drive the development and execution of initiatives to enhance the customer journey, satisfaction, and retention
Establish and manage key performance indicators (KPIs) to monitor the effectiveness of customer success efforts and make data-driven adjustments
Collaborate cross-functionally with product, sales, and operations teams to ensure a seamless customer experience
Oversee the department’s budget, resource planning, and operational efficiency to achieve strategic goals
Identify opportunities for process improvements and innovation within the department to drive better outcomes
Act as the voice of the customer in executive meetings, providing insights and feedback to guide business decisions
Manage customer escalations and work to resolve complex issues to maintain high levels of satisfaction
Foster a customer-centric culture that prioritizes empathy, proactive problem-solving, and continuous improvement
Qualifications
- Bachelor's degree in a relevant field
- 10+ years of experience in customer success or related area
- 5+ years leading teams of 50+ including developing and leading first and second line leaders
- Track record of integrating AI and emerging technologies into organizational strategy and operations to accelerate innovation and scale
- Proven track record of driving customer satisfaction and retention
What Will Help You Succeed
- Ability to inspire and motivate teams, fostering a culture of high performance and accountability
- Excellent communication skills with the ability to influence and build strong relationships across the organization
- Strategic thinker with a strong ability to execute on complex initiatives in a fast-paced environment
- Highly adaptable with a proactive approach to problem-solving and continuous improvement
- Customer-focused mindset with a passion for delivering exceptional service and support