This leadership role focuses on building and maintaining key customer relationships to ensure their success and maximize the value they receive from AutoStore solutions. The Director of Customer Success combines direct customer engagement with team leadership responsibilities, including coaching, performance development, strategic planning, and cross-functional collaboration. This role is part of a regional commercial team and plays a critical part in driving customer retention, expansion, operational performance, and team effectiveness.
Responsibilities
Act as a key point of contact and trusted resource for customer operations
Engage partner distributors and AutoStore internal subject matter experts to collaboratively and proactively support customer operational goals and site health
Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions, establishing a recurring and long-term relationship with the customer to ensure ongoing, optimized health of their AutoStore system
Build and maintain customer relationship strategies, ensuring customers achieve business objectives and maximize the value of their AutoStore systems
Proactively identify customer risks and opportunities, developing action plans to improve customer outcomes and accelerate growth opportunities
Conduct strategic business and operational reviews with partners and customers, bringing together key stakeholders and resources to review KPIs, discuss recommendations, and identify future expansion opportunities
Advocate for customer needs across the organization and serve as a key Voice of the Customer
Lead and develop a team of Customer Success Managers to achieve customer and business objectives
Conduct regular one-on-one meetings with team members focused on development, coaching, problem-solving, and career growth
Provide ongoing guidance, mentoring, and support to improve customer engagement strategies, business acumen, and technical competency
Foster a positive, collaborative, and customer-obsessed team culture focused on accountability, continuous improvement, and operational excellence
Lead employee development through performance feedback, development planning, and coaching
Lead the onboarding and mentoring new Customer Success Managers, ensuring consistent adoption of best practices and processes
Identify skill gaps and coordinate training opportunities to strengthen team capabilities
Help define and execute regional Customer Success strategy, goals, and initiatives
Contribute to long-term vision, planning, and continuous improvement efforts across the Customer Success organization
Drive consistency in customer engagement methodologies, operational reviews, health monitoring, and team account planning
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Identify trends, risks, and opportunities across the customer base and recommend strategic actions
Collaborate with cross-functional teams including Sales, Solutions Engineering, Product Management, Technical Support, Operations, and Partner organizations to improve customer outcomes
Support change management initiatives and adoption of new programs, tools, and processes
Monitor team performance and key customer success metrics, including customer health, retention, expansion opportunities, NPS, customer engagement, and adoption
Develop and maintain reporting that provides visibility to leadership on team performance, customer risks, opportunities, and strategic initiatives
Ensure accurate account documentation, forecasting, and customer success planning activities
Play a key part in capacity planning, resource allocation, and prioritization efforts
Perform administrative management responsibilities including performance reviews, goal setting, development plans, time-off approvals, and workforce planning
Escalate and communicate customer issues, business risks, and organizational challenges to leadership as appropriate
Strengthen and leverage customer relationships to accelerate expansion opportunities and customer advocacy
Partner with commercial teams to identify growth opportunities and improve customer lifetime value
Ensure customer satisfaction objectives are achieved while supporting overall business growth and retention goals
Requirements
Proven experience in Customer Success, Account Management, Strategic Account Management, or a related customer-facing role
Previous leadership experience, including direct people management, team leadership, mentoring, or coaching responsibilities
Demonstrated ability to influence and build trusted relationships with customers, peers, executives, and cross-functional stakeholders
Strong leadership, coaching, and team development skills
Excellent interpersonal, presentation, verbal, and written communication skills
Proven ability to drive strategic initiatives while balancing operational responsibilities
Strong business acumen and customer-centric mindset
Experience analyzing data, identifying trends, and translating insights into action plans and recommendations
Strong organizational, prioritization, and time management skills
Technical aptitude and ability to understand complex technology solutions and customer operational environments
Experience managing escalations and resolving complex customer challenges
Ability to work effectively in a fast-paced, growth-oriented environment
Travel to customer sites and team meetings, as needed
Nice to have:
Experience leading Customer Success teams supporting enterprise or strategic accounts
Experience with warehouse automation, robotics, supply chain technology, software, or other complex technical solutions
Proven track record of improving customer retention, customer satisfaction, expansion revenue, and operational performance
Experience building customer success programs, processes, or best practices
Experience working in a global and matrixed organization
Benefits
Comprehensive Medical, Dental, and Vision plans
Health Savings Account (HSA) with a company contribution
Generous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents
Retirement 401(k) plan with employer match and discretionary profit sharing contribution
Educational assistance and professional development programs, including mentorship/coaching programs with external industry leaders
Group Life Insurance
Voluntary Additional Life Insurance
Disability Insurance
Employee Assistance programs
About the Company
AutoStore is dedicated to providing a supportive and rewarding work environment. The company's mission is to store and move things for everyone, everywhere.
