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Talently · 16 hours ago

Director of Customer Support

New York, United States

Full-time

Onsite

Director/Executive

8+ years exp

Talently is a company looking for a Director of Customer Support to lead their customer-facing organizations. The role involves driving customer retention, maximizing customer lifetime value, and building a high-performing Customer Success team while collaborating with various departments to ensure customer-centric execution.

Developer PlatformEdTechEducationSoftwareSoftware EngineeringTraining

Hiring Manager

Nicolle Santos Aybar

Responsibilities

Drive customer retention by increasing renewals and reducing churn

Maximize customer lifetime value through product adoption, satisfaction, and health metrics

Enable growth through customer advocacy, referrals, and references

Own and optimize the end-to-end customer journey, defining listening points and standardized interventions

Segment the customer base and define tailored engagement strategies

Establish clear operational metrics, tracking systems, and review cadences

Build, train, and scale a high-performing, world-class Customer Success team

Align cross-functionally with Marketing, R&D, and Finance to ensure customer-centric execution and accurate forecasting

Continuously improve based on data, feedback, and industry best practices

Define and reinforce the company’s Ideal Customer Profile across the organization

Qualification

B2B customer support leadershipCustomer success strategiesManaging large teamsAnalytical mindsetCreative leadershipOperational excellenceCollaboration skillsProblem solvingCommunication skills

Required

8+ years experience in leading B2B customer-facing organizations

Proven experience managing managers and teams larger than 20 employees

Ideally combined background of post-sale and sales experience

Deep understanding of value drivers in recurring revenue business models

Analytical and process-oriented mindset

Enthusiastic and creative leader with the ability to inspire others

Effective working with multiple teams and management across the organization

Proven experience leading teams, driving software adoption and leveraging customer success best practices

Proven ability to develop strategies, translate them into initiatives and track successful delivery

Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning

Able to collaborate across the organization and with external stakeholders and successfully working with senior executives

Holds strong operational skills that will drive organizational efficiencies and customer satisfaction

Willing and able to address escalated client issues with speed and urgency