Director, Customer Success
About The Position
The Director of Customer Success leads the strategic execution of customer success initiatives, ensuring alignment with GovOS's vision and objectives to drive long-term customer growth and retention. This role oversees a team of Customer Success Managers (CSMs) and Customer Success Associates (CSAs), fostering strong customer relationships, delivering exceptional service, proactively resolving issues, and ensuring a seamless customer experience. The Director collaborates with cross-functional teams and the Chief Customer Officer to track operational metrics, achieve key objectives, provide leadership with customer insights, and attract and develop top talent.
Requirements
- Bachelor's degree in Business Administration, Communications, or a related field (preferred).
- Minimum of 5 years of experience directly supporting customers in a Customer Success or similar role.
- Minimum of 4 years of leadership experience managing customer-facing teams or customer success functions.
- Proven experience working cross-functionally with product, sales, and support teams.
- Demonstrated success in building and maintaining strong customer relationships.
- Strong interpersonal, communication, and leadership skills.
- Proficiency with CRM systems, particularly Salesforce.
- Ability to effectively manage and maintain customer data.
- Strong analytical and problem-solving skills.
- Ability to make data-driven decisions using customer metrics and trends.
- Skilled in customer relationship management and stakeholder engagement.
- Ability to collaborate effectively across departments and functions.
- Strong conflict resolution and issue escalation management capabilities.
- Ability to mentor, coach, and develop team members.
- Strategic thinking and customer-centric mindset.
Responsibilities
- Provide day-to-day leadership, mentorship, and support to a team of CSMs and CSAs.
- Facilitate regular team check-ins to ensure effective customer account management and alignment with company goals.
- Oversee the development and maintenance of relationships with key stakeholders at high-value customer accounts.
- Ensure regular customer communication to monitor adoption, satisfaction, and growth opportunities, including upsell and cross-sell initiatives.
- Coordinate cross-functional efforts among customer success, product, sales, and support teams to address customer needs and deliver solutions.
- Serve as the escalation point for customer issues and resolve high-priority concerns.
- Analyze customer data, usage trends, and satisfaction metrics to provide actionable insights to leadership and team members.
- Oversee accurate documentation and maintenance of customer information within Salesforce, including contacts, initiatives, budgets, and stakeholder details.
- Represent the voice of the customer internally by communicating customer feedback and insights to influence product development and business strategy.
- Encourage the identification and development of customer advocates ("super fans") who can serve as references and participate in community activities.
- Ensure regular Business Reviews are conducted with customers to assess goals, performance, and value realization.
- Support the creation and execution of customer success plans aligned with customer objectives and organizational goals.
- Promote customer participation in webinars, training sessions, and events to increase engagement with GovOS solutions.
- Perform other duties as assigned.
Benefits
- competitive benefits and compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Director
