Director, Customer Success

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Lead strategic relationships with customers, ensuring account health and retention within the Customer Success organization.

• Oversee daily account management for a portfolio of managed services clients.

• Collaborate with Sales, Operations, Delivery, and Advisory teams to assess service performance and enhance customer experience.

• Act as the primary advocate for clients, focusing on customer satisfaction, service quality, and continuity of relationships.

• Establish and nurture trusted relationships with client stakeholders and decision-makers.

• Conduct regular business reviews with clients and coordinate subsequent actions.

• Identify and escalate potential risks to customer retention.

• Work alongside Sales to explore expansion opportunities and facilitate renewal discussions.

• Organize client demonstrations to promote adoption and growth.

• Assess customer needs and engage internal teams for effective resolution.

• Collaborate with Operations on root-cause analysis, preventative strategies, and service recovery efforts.

• Provide clients and stakeholders with updates on issues, projects, and resolutions.

• Serve as an escalation point for account-facing team members.

• Deliver regular updates on account health, retention risk, expansion, and operational matters to the Vice President of Customer Success.

• Represent Customer Success in cross-departmental planning initiatives.

• Define and monitor health scores, CSAT/NPS, escalation patterns, and gross revenue retention metrics.

• Supervise customer-specific reporting and insights.

• Analyze data trends, service metrics, and volume patterns to uncover risks and opportunities.

• Maintain precise CRM records regarding customer contact, account health, and organizational data.

• Establish goals, deliverables, and timelines for projects aimed at customer outcomes and service improvements.

• Coordinate with stakeholders to achieve project objectives and commitments.

• Document customer-related processes, escalation pathways, on-call procedures, and account management protocols.

• Encourage knowledge sharing and facilitate team training.

• Organize firm-specific content for internal knowledge bases.

• Advocate for current tools, self-service options, and standardized helpdesk procedures.

• Suggest enhancements in training, technology use, process design, and communication strategies.

• Maintain a solid understanding of system capabilities and customization restrictions.

• Lead, coach, and develop the account management team.

• Set clear expectations, performance standards, account ownership practices, and accountability measures.

• Conduct one-on-one meetings to provide coaching, mentorship, and constructive feedback.

• Cultivate a supportive, engaged, and high-performing team culture.

• Assist team members in navigating client requirements, workload challenges, and cross-functional issues.

• Eliminate obstacles to team effectiveness with improved processes, tools, training, and service coordination.

• Monitor team engagement and sentiment while enhancing leadership effectiveness.

• Exemplify professionalism and customer-centric decision-making.

⛳️ Requirements

• Bachelor’s degree in business, Communications, or a related field, or equivalent professional experience.

• A minimum of seven years in customer success, client services, or account management roles.

• At least three years of experience leading teams and developing employees in customer-facing settings.

• Proven track record in managing customer relationships and juggling multiple accounts simultaneously.

• Demonstrated experience in people leadership, including coaching, team development, performance management, and fostering employee engagement.

• Strong understanding of managed services principles, service delivery practices, and relevant tools.

• Excellent verbal and written communication skills, including proficiency in presentations and executive-level communication.

• Capable of analyzing data, producing customer reports, and presenting strategic recommendations.

• Experience in coordinating cross-functional teams and overseeing service delivery initiatives.

• Proficient in CRM systems and customer reporting platforms.

• Exceptional organizational and time management abilities.

• Strong critical thinking, research, problem-solving, and analytical skills.

• Initiative-driven, with sound judgment and the ability to operate independently.

• Proficient in Microsoft Office applications, including Word, PowerPoint, Outlook, and Excel.

• Excellent interpersonal and active listening skills, enabling effective collaboration with individuals at all organizational levels.

• Ability to work efficiently, accurately, and with attention to detail in a fast-paced environment.

• Capable of handling confidential information with discretion and professionalism.

• Disclosure of visa sponsorship requirements is necessary during the application process.

🏝️ Benefits

• Equal opportunity employer dedicated to fostering a diverse and inclusive team.

• Support for professional development and employee growth.

• Access to coaching, mentorship, and constructive feedback.

• A supportive, valued, engaged, and empowered team environment.