CertifID · 8 hours ago

Senior Director of Customer Success

United States

Full-time

Remote

Director/Executive

4+ years exp

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Responsibilities

Standardize Engagement Models: Develop and implement standardized engagement models across all customer segments, ensuring clarity for both customers and internal teams regarding deliverables.

Team Leadership & Development: Establish clear objectives and performance expectations for the Customer Success team. Foster a culture of accountability, high performance, and continuous learning.

Process & Best Practice Optimization: Create, implement, and refine best practices, playbooks, and processes to ensure consistency and scalability as our offerings expand. Continuously identify areas for improvement to enhance efficiency and effectiveness.

Customer Retention & Success: Develop and implement strategies to maximize product adoption, identify opportunities for growth, and ensure customers consistently achieve their desired outcomes.

Cross-Functional Collaboration: Strengthen the partnership between the Customer Success team and the newly established Account Management team to drive synergies and optimize client outcomes.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success LeadershipSaaS ExperienceCustomer Success MetricsCRM PlatformsData AnalyticsTeam DevelopmentCross-Functional CollaborationProject Management

Required

4+ years of experience at the Director level in customer success, with a strong track record of building, coaching, and leading high-performing teams focused on growth and development.

Demonstrated ability to set high standards, define clear goals, and deliver impactful results aligned with company objectives.

Deep understanding of Customer Success metrics (e.g., NPS, CSAT) and a passion for putting customers first.

Skilled in utilizing CRM platforms to drive customer health scoring, journey mapping, and data analytics.

Exceptional communication and collaboration skills to work effectively across cross-functional teams e.g. Sales, Product, and Account Management teams.

Critical thinker with the ability to identify challenges, propose solutions, and take decisive action.

Adaptable, innovative, and intrinsically motivated to drive results in a fast-paced environment.

Gracefully manage multiple, concurrent projects and are able to effectively balance time between critical short-term issues and longer term strategic goals.

Foster a culture of collaboration and continuous learning within the team to ensure they can adapt to evolving customer needs.

Open to feedback, eager to learn, and adaptable, with a strong willingness to grow and improve in both individual and team capacities.