Director of Customer Success

ClearStar, Inc.

54d • Remote

About The Position

ClearStar is looking for a Director of Customer Success to lead and strengthen our Customer Success and Implementation teams. This position plays a key role in shaping the customer experience, improving retention, and driving long-term growth. You will join a collaborative, high-impact Service Delivery team that partners across departments to deliver exceptional value to our clients. Your leadership will help align customer outcomes with company goals while creating scalable systems and a unified, customer-focused culture. If you are ready to elevate the customer journey and drive meaningful results, we invite you to join ClearStar’s mission to deliver excellence in every client interaction.

Requirements

• Bachelor’s degree in Business, Operations, or related field (or equivalent experience).
• 7+ years of experience in Customer Success, Implementation, or Client Services, including at least 3 years in a leadership role.
• Proven success improving measurable outcomes such as NRR, churn reduction, and Time-to-Value.
• Strong analytical mindset with experience interpreting customer health and operational data.
• Excellent communication and executive presence with the ability to collaborate across teams.
• Experience leading through change and inspiring engagement in remote or hybrid environments.
• A dedicated home office space that is noise- and distraction-free with access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day task.

Nice To Haves

• Experience in the Consumer Reporting Agency (CRA) industry is highly preferred.
• Familiarity with HubSpot, background screening technology, or project management tools is preferred.

Responsibilities

• Lead and develop a high-performing team of Customer Success and Implementation professionals focused on collaboration, accountability, and measurable results.
• Create and execute strategies that improve Net Revenue Retention (NRR), reduce churn, and grow client value through upsell and cross-sell opportunities.
• Build scalable processes, playbooks, and tools to streamline onboarding, engagement, and client success.
• Partner with Sales, Product, and Support to strengthen communication and deliver a seamless customer experience.
• Use data and key performance metrics (NRR, churn, Time-to-Value, CSAT/NPS) to measure success and identify improvement opportunities.
• Translate customer insights into actions that influence product development and operational innovation.
• Champion process improvements and technology adoption that enhance performance and efficiency.
• Represent the customer voice in strategic discussions and executive planning.

Benefits

• paid healthcare and life insurance premiums
• low-cost dental and vision insurance
• company-paid basic life insurance and a company-paid Short-Term Disability policy
• employee assistance program
• 401(k) matching up to 4%
• time off
• 9 company paid holidays
• 2 additional days of paid time off for volunteer activities
• Searching for Stars Employee Referral Program

What This Job Offers

• Job Type: Full-time
• Career Level: Director