Zachary Piper Solutions · 1 month ago
Director of Pre Sales
McLean, VA
Full-time
Onsite
Director/Executive
$200K/yr - $210K/yr
8+ years expZachary Piper Solutions is seeking a visionary and strategic Director of Customer Success to lead D-Fend's CS organization. In this critical leadership role, you will be responsible for architecting and executing a unified strategy that ensures our diverse customer base achieves maximum value from our entire suite of products and services.
GovernmentInformation ServicesInformation TechnologySoftware
Responsibilities
Act as the definitive "Voice of the Customer" (VoC), synthesizing insights from across the portfolio to inform executive strategy, product roadmaps, and service offerings
Establish a "Center of Excellence" (CoE) for customer engagement, standardizing core playbooks (e.g., onboarding, QBRs, health scoring) while allowing for product-specific nuances
Lead, mentor, and scale a high-performing team of Program Managers, Technical field support team, Training and customer success operations
Oversee the development of robust training and enablement programs to manage the high cognitive load and ensure deep expertise across the team
Champion cross-functional alignment to break down internal silos between product, sales, support, and marketing teams
Collaborate with Product teams to provide consolidated customer feedback that prioritizes integration improvements and addresses key pain points
Establish clear SLAs and communication channels with Support and Engineering to mitigate internal friction and create a seamless support experience for the customer
Qualification
Required
8-10+ years of experience in Customer Success, Account/Program Management, Professional Services or a related field, with at least 5+ years in a leadership role
Proven experience managing a CS function in a complex, multi-product, or multi-disciplinary company is essential
Strong technical background in RF and Networking in a multi-disciplinary company (HW & SW)
Demonstrated track record of successfully managing and scaling a team, including hiring, training, and performance management
Strong commercial acumen with a history of owning and influencing key metrics like ARR, churn, and customer satisfaction
Company
Zachary Piper Solutions
Zachary Piper Solutions is an IT company providing government contracting solutions in support of the nation’s Intelligence Community.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$3M2018-02-22Series Unknown· $1.3M
2014-04-10Series Unknown· $1.7M
Leadership Team
Christopher Stroud
Partner Outreach & Engagements
Justin Jordan
Founder and Chairman
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