Director, Customer Success

Tierpoint

About The Position

We are seeking an experienced and dynamic Sr. Director of Customer Success to lead our Customer Success team. The ideal candidate will assist their direct team and TierPoint in initiatives to maximize customer enablement and customer retention, increase lifetime customer value, and ensure proactive motions to drive adoption, retention, and renewals. This role will collaborate cross-functionally with Sales, Product, Marketing, Finance, Service Delivery and other departments to create a seamless customer experience.

Requirements

Bachelor's degree in business management or a relevant field.
15+ years' progressive team building experience in Customer Success, Renewals Management, sales and/or project management roles.
Experience managing a Net Promoter Score (NPS) and understanding how to improve it.
Ability to thrive in a fast-paced startup environment, balancing hands-on execution with strategic vision.
Accomplished experience in driving revenue growth with highly complex strategic clients.
Proven experience in business development, client success, or strategic account management.
Adequate professional experience and knowledge to perform Job Responsibilities.
Excellent verbal, written, and interpersonal skills.
Ability to prioritize and organize effectively.
Ability to work on multiple projects simultaneously.
Ability to work both independently and with others.
Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.
Proficiency in using MS Office Suite and Windows-based computer applications

Nice To Haves

Master's degree preferred.
Prior experience particularly in the data center or managed services provider industry.

Responsibilities

Build, mentor, and lead a team of Customer Success Managers (CSMs), providing coaching and ensuring the team is working effectively to achieve company objectives. Proven leadership experience in building and managing high-performing teams.
Develop and implement strategies to align the Customer Success organization to company goals and objectives.
Drive the renewal process, collaborating with Sales Operations and other supporting teams to ensure accuracy in forecasting and accountability in renewals management.
Advocate for, evolve and grow the Customer Success Team from a retention-focused mission to a customer-value driven mission engaging across the customer journey.
Gather customer feedback to drive product improvements and advocate for customer experience improvements across the customer lifecycle.
Build alliances across teams to improve processes and drive our value proposition, enhancing customer conversations and ensuring cohesive engagement across the customer journey.
Leverage data to guide performance tracking and decision-making.
Design and establish scalable processes, workflows, and systems that enrich the customer experience from onboarding through customer loyalty.
Monitor and evaluate key performance indicators (KPIs) and establish systems to gather and analyze operational data and customer feedback, ensuring accountability and informed decision-making through data-driven reporting.
Monitor your team’s book of business to identify risks and opportunities, acting or escalating as appropriate.
Build and mentor a high-performing Customer Success team, scaling resources as necessary to support organizational growth.
Design health metrics framework: Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention.
Other duties as assigned.