Director of Customer Success

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Lead, mentor, and nurture the growth of Customer Success Managers.

• Recruit and onboard new CSMs as the team expands.

• Foster a culture of accountability centered on customer outcomes.

• Manage executive relationships for key Enterprise accounts.

• Conduct business reviews, governance meetings, and discussions for expansion.

• Take ownership of NRR and GRR goals, reporting performance to leadership and ASSA ABLOY stakeholders.

• Develop forecasting, health-scoring, and early-warning systems.

• Collaborate with Sales on expansion strategies and with Product for retention-focused roadmap input.

• Create scalable processes for onboarding, adoption, renewal, and expansion.

• Establish annual and quarterly Customer Success strategy in partnership with the General Manager and leadership team.

• Manage the Customer Success technology stack, which includes CRM, CS platform, support desk, analytics/BI, and knowledge base tools.

• Oversee customer satisfaction and NPS initiatives.

• Supervise the Support function, focusing on SLAs, escalation procedures, and support processes.

• Play a key role in company-wide strategy as a member of the SiteOwl leadership team.

• Advocate for the customer perspective in cross-functional planning with Product, Sales, and Marketing.

⛳️ Requirements

• Bachelor's degree or equivalent experience in a relevant field, or a minimum of a high school/GED diploma.

• Over 8 years of experience in Customer Success or a similar client-facing role.

• Proven experience in a formal leadership or people management capacity.

• Demonstrated success in managing and enhancing NRR/GRR or similar retention and expansion metrics.

• Extensive enterprise account management experience, including direct relationships with VP/C-level customer executives.

• History of developing or significantly enhancing Customer Success processes, playbooks, or operational cadence from the ground up.

• Familiarity with AI tools to create and optimize Customer Success processes.

• Experience managing or being heavily involved with the Customer Success technology stack, including CRM, health-scoring platforms, support desk, and BI/analytics tools.

• Experience in leading or overseeing a support function, including SLA design and escalation management.

• Strong executive presence and the ability to present to customer leadership as well as internal leadership and board-level stakeholders.

• Background in SaaS.

• Player-coach mentality.

• Proficiency in Microsoft Office applications.

🏝️ Benefits

• Discretionary bonus.

• 401(k) plan.

• Education assistance.

• Opportunities for training and development.

• Regular performance feedback.

• A diverse and inclusive workplace.