Director of Customer Success

Armstrongs•Ogden, UT

About The Position

The Director of Customer Success is a senior leader responsible for overseeing the Customer Success organization, including team performance, client relationships, and retention strategies. This role focuses on driving customer satisfaction, improving operational efficiency, and ensuring dealers are utilizing the most effective processes and technologies. The Director is accountable for key performance metrics such as attrition, profitability, service levels, and customer satisfaction. Working closely with cross-functional teams, this role ensures all dealer needs are met while maintaining alignment with company goals, culture, and operational standards.

Requirements

Bachelor’s degree or equivalent experience preferred
Minimum 5+ years of relevant industry and leadership experience
Experience in customer success, account management, or client services leadership roles
Proven experience managing teams and driving performance metrics
Strong proficiency in Microsoft Office and business systems
Ability to analyze customer data and performance metrics to drive decisions
Strong understanding of customer lifecycle management and retention strategies
Experience working cross-functionally with multiple departments
Ability to manage multiple priorities in a fast-paced environment
Strong leadership and team development skills
Excellent communication and interpersonal abilities
Customer-focused mindset with a commitment to service excellence
Strategic thinking with a focus on continuous improvement
Strong problem-solving and decision-making capabilities
Ability to build relationships and influence stakeholders
High level of professionalism, integrity, and accountability

Responsibilities

Lead and direct the Customer Success team, setting strategy, defining processes, and driving accountability
Build and maintain strong relationships with dealers through proactive communication and engagement
Act as a primary point of contact and representative of the company for key customer interactions
Monitor customer health, identify trends, and implement strategies to improve satisfaction and retention
Drive operational efficiency by identifying opportunities for process improvements and implementing solutions
Oversee contract renewals and support growth within existing dealer accounts
Partner with Sales to identify upsell and expansion opportunities
Collaborate with internal teams (Operations, IT, Training, QA, Accounting) to resolve issues and improve service delivery
Ensure dealers are properly onboarded, supported, and utilizing services effectively
Monitor and manage key performance indicators including attrition, growth, and profitability
Support acquisitions by onboarding and transitioning new dealers to company systems and processes
Lead and communicate training initiatives and procedural updates to the team
Represent the company at trade shows, conferences, and industry events
Foster a culture of accountability, collaboration, and continuous improvement within the team

Benefits

Competitive compensation and opportunities to share in our success
Comprehensive health benefit plans to support you and your wellbeing
401(k) retirement plan with company contribution
Inclusive parental leave designed to support all parents and caregivers
Wellbeing and lifestyle perks to support personal growth, connection, and balance
Generous PTO so you can recharge, give back, and take care of what matters most

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