Director of Customer Success-US

A Director of Customer Success leads and oversees customer success teams, ensuring clients achieve their desired outcomes while maximizing value from the company's products or services. This role combines strategic planning, team leadership, and client relationship management to drive retention, satisfaction, and growth. The Director will work closely with cross-functional teams and senior leadership to meet client needs. 

As this is a new department, the Director of Customer Success will begin by managing brands firsthand to familiarize themselves with our products and clients and perform as an individual contributor. As the team grows, the Director will move away from managing brands and focus on building and mentoring a team of Customer Success Managers. 

Essential Job Functions:

Team Leadership and Development:

• Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of continuous improvement and customer-central thinking. 
• Set clear goals and expectations for the team, providing regular feedback and coaching to support their professional growth.
• Oversee the day-to-day operations of the customer success team, ensuring that all projects are executed efficiently and effectively.

Client Relationship Management:

• Act as a senior point of contact for key clients, building and maintaining strong relationships to meet their needs.
• Collaborate with sales, product, and onboarding teams to ensure a smooth transition from onboarding to ongoing account management.
• Ensure client feedback is collected, analyzed, and used to continuously improve the onboarding experience by incorporating tools and data.
• Conduct regular business reviews with key clients to assess progress toward their goals and ensure alignment with their strategic objectives.

Strategic Planning and Process Optimization:

• Develop and execute a comprehensive customer success strategy aligning with the company’s goals and growth plans.
• Continuously evaluate and improve processes, implementing industry best practices and innovative solutions to enhance efficiency and client satisfaction.
• Drive customer retention and reduce churn by ensuring value realization.

Product Knowledge and Advocacy:

• Maintain in-depth knowledge of the company’s products and services.
• Ensure the customer success team is well-versed in product features, updates, and best practices.
• Provide product insights to clients, demonstrating value and fostering deeper engagement.
• Represent the voice of the customer internally, providing feedback to product and service teams.

• Bachelor's degree in Business Administration or a related field (or equivalent experience).
• Minimum of 10+ years of experience in client operations, client relationship management, or a senior leadership role with a proven track record of successful client implementation and relationship management.
• Strong leadership skills with the ability to mentor, develop, and inspire a high-performing team.
• Excellent communication, interpersonal, and analytical skills with the ability to engage effectively with clients and internal teams.
• Superior organizational and time management skills, with a capacity to handle multiple high-priority projects simultaneously.
• Familiarity with tools like Asana, Trello, MS Project, or similar for managing projects and tracking progress.
• Familiarity with CRM platforms (e.g., Hubspot) and customer success tools.
• Ability to adapt to changing environments and manage multiple priorities in a fast-paced setting.
• Ability to travel for brand visits for business reviews and brand conferences.

100 % Remote

$160,000 to $190,000

• Competitive salary and benefits package-medical, dental, vision, 401K, etc.
• Opportunity to shape the future of our Customer Success department.
• A collaborative and inclusive work environment.
• Professional development opportunities and ongoing training.