Director, Customer Success

Brightspeed•Charlotte, NC

9h•Hybrid

About The Position

We are looking for a Director, Customer Success to join our growing team! In this role, you will be responsible for leading the company’s customer complaint and escalation management strategy while proactively identifying and resolving systemic customer pain points. You will serve as the executive voice of the customer, ensuring that feedback, complaints, and escalations are translated into meaningful improvements across products, policies, and operations. You will partner closely with executive leadership and cross-functional teams to protect brand reputation, improve customer outcomes, and drive long-term loyalty. As Director, Customer Success, your duties and responsibilities will include:

Requirements

8+ years of experience in Customer Experience, Customer Advocacy, Operations, or Escalations
Proven leadership experience managing complaint resolution and executive escalations
Strong background in contact center, B2C, or customer-facing operational environments
Demonstrated success influencing cross-functional teams without direct authority
Exceptional written and verbal communication skills, including executive-level presentations
Strong analytical skills with the ability to translate customer data into business action
Executive presence and stakeholder management
Advanced complaint and escalation handling
Root cause analysis and continuous improvement
Data-driven decision-making
Change management and organizational influence

Responsibilities

Own the end-to-end customer complaint management framework across all channels
Establish standards, SLAs, and governance for complaint intake, investigation, and resolution.
Ensure consistent, fair, and compliant handling of customer complaints
Reduce repeat complaints through root cause identification and corrective action
Serve as the primary owner for executive-level and high-risk customer escalations
Partner with Legal, Compliance, Product, Operations, and Executive Leadership to resolve sensitive cases
Develop and maintain escalation playbooks and communication protocols
Deliver concise executive summaries outlining issue drivers, resolutions, and prevention strategies
Analyze customer feedback from complaints, surveys, NPS/CSAT, call listening, and social channels
Identify recurring issues across the customer journey and quantify customer impact
Surface emerging risks and trends before they escalate into widespread customer dissatisfaction
Act as the centralized “voice of the customer” for leadership decision-making
Lead cross-functional initiatives to eliminate root causes of customer issues
Partner with Product, Engineering, Marketing, Training, and Operations to implement solutions
Validate improvements through customer feedback, operational metrics, and pilot programs
Ensure solutions align with customer needs, operational efficiency, and business goals
Define and execute the customer advocacy strategy and roadmap
Embed customer-centric thinking into policies, processes, and decision-making
Influence organizational priorities using data-driven customer insights
Position the advocacy organization as a trusted strategic partner to the business
Build, lead, and develop a high-performing customer advocacy team
Establish clear roles, performance expectations, and career development paths
Coach team members on empathy, critical thinking, de-escalation, and executive communication
Foster a culture of ownership, accountability, and customer obsession
Define KPIs to measure complaint resolution effectiveness and customer sentiment
Deliver regular executive and leadership reporting on trends, risks, and outcomes
Present actionable insights and recommendations to senior leaders
Track post-resolution performance to ensure sustained improvement
Identify customer issues that present reputational, financial, or regulatory risk
Partner with Legal and Compliance to mitigate exposure and ensure appropriate responses
Ensure learnings from escalations are institutionalized to prevent recurrence