Confidential Careers ยท 2 days ago
Director of Customer Service
Springfield, MA
Full-time
Hybrid
Director/Executive
$120K/yr - $150K/yr
10+ years expConfidential is a long-standing technology solutions provider based in the greater Springfield, Massachusetts area, seeking a strategic and results-driven Director of Customer Service. This role focuses on driving customer satisfaction, retention, and growth by developing and executing strategies that enhance the overall customer experience while leading the customer success organization.
Human ResourcesRecruiting
Responsibilities
Lead and manage the Customer Success team. Room for team growth and expansion. Provide mentorship, coaching, and career development opportunities
Develop and implement a comprehensive customer success strategy aligned with company goals, including onboarding, adoption, retention, and expansion
Partner with Sales, Product, and Engineering teams to ensure customer feedback informs product roadmap and service improvements
Create, monitor, and respond to predictive customer health metrics that improve retention, satisfaction, and referrals
Complete ownership of customer success technology stack
Drive initiatives to reduce churn and increase customer lifetime value through structured programs, advocacy, and upsell opportunities
Evaluation and refine processes, operating guides, and tools to improve team efficiency and customer engagement
Serve as an escalation point for complex customer issues, ensuring timely and effective resolution
Reinforce our culture of customer-centricity within the organization, championing the voice of the customer across all departments
Collaborate with other departments like Dev/QA/sales/marketing
Qualification
Required
Bachelor's degree required; MBA a plus
SaaS experience is required
At least ten (10) years of prior experience in Customer Success and/or Service-related roles, including leadership experience
Experience with change management and scaling processes
Proven track record of driving customer retention, satisfaction, and growth in a B2B SaaS or technology services environment
Strong leadership, team building, and people management skills
Excellent communication and interpersonal skills, with the ability to influence all levels of the organization
Data-driven mindset with experience leveraging metrics to guide strategy and measure success
Familiarity with CRM and customer success platforms
Benefits
Health and dental benefits
Up to 4% matching for 401(k) retirement plan
4 weeks PTO (Vacation, sick, personal)
Remote flexibility
Professional Development budget - for Director and their team
401(k)
Dental insurance
Flexible schedule
Health insurance
Work from home
Company
Confidential Careers
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2-10 employees
Funding
Current Stage
Early StageLeadership Team
E
Edwin Xiao
Chief Revenue Officer
Company data provided by crunchbase