Director, Customer Success

Business Processing Solutions•Philadelphia, PA

2d•$130,000 - $135,000•Onsite

About The Position

Duncan Solutions, LLC, is a full-service transportation management company that focuses on connecting people, technology, and data to make cities more livable and efficient. As a leading provider of parking and tolling management solutions, we support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, integrated on-street parking management, and more. This role provides leadership over highly strategic customer relationships and drives initiatives that enhance customer retention, operational performance, and business growth. The Director serves as a senior advisor to executive leadership and municipal stakeholders, exercising significant independent judgment in developing customer strategies, resolving complex business issues, and influencing organizational priorities. Success in this role requires exceptional leadership, commercial acumen, and the ability to drive enterprise-wide initiatives that deliver measurable value to customers and the organization.

Requirements

Demonstrated success managing highly complex customer relationships, multi-year government contracts, and executive-level stakeholder partnerships.
Significant experience leading strategic initiatives that influence customer outcomes and organizational performance.
Strong commercial and financial acumen, including experience driving contract negotiations, business planning, and revenue growth initiatives.
Demonstrated ability to make independent decisions in complex and ambiguous situations with significant business implications.
Exceptional executive communication, negotiation, and influencing skills.
Proven ability to lead through influence across multiple functions and align diverse stakeholders around strategic priorities.
Experience developing teams, establishing operating frameworks, and driving organizational change.
Willingness to travel as needed to support customer relationships and business growth objectives.
High school diploma or GED equivalent
Ten (10) + years of experience in customer success, strategic account management, government contracting, municipal services, or equivalent leadership roles.

Nice To Haves

Bachelor's degree in Business Administration, Public Administration, Public Policy, or a related field, or equivalent combination of education and experience.

Responsibilities

Establish and execute customer success strategies that align with organizational objectives and drive long-term customer value, retention, and growth.
Lead a portfolio of highly strategic municipal partnerships with significant operational, financial, and reputational impact.
Serve as the executive relationship owner for key customer accounts, elected officials, and senior municipal stakeholders.
Provide strategic direction and oversight for complex customer initiatives, implementations, escalations, and service transformation efforts.
Lead complex contract negotiations, renewals, and expansion opportunities that support revenue growth and profitability objectives.
Make critical business decisions regarding customer strategy, risk management, resource prioritization, and service delivery within established organizational guidelines.
Partner with executive leadership to identify market trends, emerging customer needs, and strategic growth opportunities.
Influence cross-functional priorities and organizational initiatives to improve customer experience, scalability, and operational performance.
Establish governance frameworks, performance metrics, and account management standards to ensure consistent delivery and customer success outcomes.
Represent the organization with municipal leaders, industry organizations, strategic partners, and external stakeholders to strengthen market presence and business development opportunities.
Lead, develop, and mentor Customer Success team members while fostering a culture of accountability, collaboration, and continuous improvement.
Provide executive reporting and strategic recommendations regarding customer performance, risks, opportunities, and market trends.
Sponsor enterprise initiatives that improve customer retention, profitability, and organizational effectiveness.
Other duties as assigned.