Director of Customer Success

About This Role

Directing the Strategic Customer Success team is the core of this role, leading a team of experienced Customer Success Managers who manage the company's largest and most complex clients. This position focuses on delivering exceptional value, fostering executive-level customer relationships, and ensuring a delightful customer experience. The role reports to the Senior Director of Customer Success.

Responsibilities

• Lead and develop a high-performing team: Recruit, mentor, and manage a team of experienced Customer Success Managers, fostering their professional growth, encouraging decentralized decision-making, and ensuring they have the tools and support to excel in a complex strategic environment
• Oversee strategic customer relationships: Ensure strategic alignment with customers, acting as an escalation point for critical issues and fostering strong, trust-based partnerships at SVP, VP, and Director levels within customer organizations
• Drive customer success strategy: Develop and implement strategies to maximize customer value realization, satisfaction, and retention across your portfolio, looking beyond specific challenges to identify and address systemic improvement opportunities
• Collaborate cross-functionally: Partner with Sales, Account Management, Product, Engineering, Support, and Executive teams to advocate for customer needs, share information openly, and drive continuous improvement in products and services
• Achieve operational excellence: Monitor team performance metrics, manage resources effectively, and ensure adherence to best practices while encouraging innovation and simplification in all processes
• Facilitate account expansion: Collaborate closely with Account Management to identify and pursue account growth and expansion opportunities, aligning with customer goals and delivering additional value

Requirements

• At least 10 years of experience in Customer Success, Account Management, or related roles, with a minimum of 6 years in a leadership or managerial position, preferably within the HR-Tech or consumptive SaaS markets
• Demonstrated ability to simplify and solve complex problems using critical thinking, creative approaches, and structure
• Proficient in using data and analytics to solve problems, identify systemic issues, and drive performance improvements
• Excellent written and verbal communication skills, able to articulate complex concepts clearly, adapt your communication style to different audiences, including executive leaders, and remain approachable
• Known for candor, transparency, and treating everyone with respect
• Work well with different backgrounds, identities, values, and cultures
• Inspire others with your drive for excellence, maintain a tenacious and optimistic attitude, and care deeply about winning and your teammates
• Ability to travel domestically up to 25% for customer engagements and team meetings