Director, Customer Success
About The Position
The Director of Customer Success will own and drive global revenue retention and expansion across our manufacturing customer base. This role combines executive-level strategy with hands-on account leadership, directly managing key accounts while building scalable processes, metrics, and a high-performing global CS team. You will partner cross-functionally with Sales, Professional Services, Product, Support, and Marketing to ensure customers achieve measurable business outcomes and expand their TrakSYS footprint over time. This is a high-impact leadership role with direct influence on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and long-term customer value realization.
Requirements
- 10+ years in customer success or account management in enterprise software (preferably in Manufacturing, and MES)
- Experience managing complex enterprise accounts ($250k+ ARR)
- Demonstrated success in Opportunity identification and cross functional collaboration
- Experience scaling and/or optimizing a Customer Success function
- Strong commercial acumen and understanding of recurring revenue economics
- Executive presence with manufacturing and IT leadership
- Ability to organize and make data-driven decisions
- Comfortable operating in a hands-on leadership role
- Ability to define and track customer value realization, translating outcomes into retention and expansion strategies in partnership with Sales.
- Ability to build and govern Customer Success models, metrics, and cross-functional processes
- Strong leadership and team management capabilities
Nice To Haves
- Experience in manufacturing technology or MES
- Familiarity with multi-site enterprise deployments
- Exposure to global account management (US and Europe)
Responsibilities
- Own and drive Gross Revenue Retention across the global portfolio
- Standardize renewal management processes
- Proactively track customer health scores; identify and mitigate account risks
- Partner with sales and executive leadership on strategic renewals
- Identify and qualify expansion opportunities (new sites, capabilities, and services)
- Partner with sales on expansion pursuit and account planning
- Contribute to Net Revenue Retention (NRR) across the global portfolio
- Ensure customers achieve defined operational and business outcomes
- Implement and manage adoption, customer health, and loyalty metrics
- Lead structured Periodic Business Reviews (e.g. QBRs)
- Strengthen executive engagement and multi-level relationships across key accounts
- Partner with marketing on Digital Led customer success model
- Independently manage 5 – 10 strategic accounts and 10 – 20 hybrid accounts
- Implement scalable engagement cadence across account tiers
- Develop portfolio analytics, Value Realization Index (VRI), and LTV visibility
- Align closely with cross-functional teams (product, services, support, sales & marketing)
- Establish clear governance for customer escalations and executive engagement
- Recruit and mentor regional Customer Success Managers as ARR scales
Benefits
- Flexible schedule
- 401(k) with company match
- 100% company-paid health insurance premiums for employees
- Flexible vacation / PTO
- Flexible Spending Account (FSA) plan available for eligible healthcare and dependent care expenses
- Outstanding team environment
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
