Director of Customer Success

IP Fabric•Boston, MA

About The Position

As the Director of Customer Success at IP Fabric, you'll play a key role in shaping the future of network assurance and automation. This role will begin within the Sales organization and will take ownership of building a scalable global Customer Success function with the intention of becoming a standalone department as foundational processes mature. Your mission: Build, lead and drive customer adoption, satisfaction, retention, and growth while enhancing the team that is heartbeat of our success story.

Requirements

The Builder Mentality: Design and refine the CS organizational structure to support rapid global scaling.
Coaching & Culture : Recruit, mentor, and elevate a team of CSMs. You don't just manage tasks; you build a culture of high accountability and customer obsession. Drive NRR (Net Retention Rate) and GRR (Gross Retention Rate) by standardizing EBRs (Executive Business Reviews) and health-scoring models.
Daily Discipline focused on KPI’s, Metrics, Reporting and Results
Expansion Strategy: Partner with Sales and Marketing to identify expansion pathways. You will ensure CS isn't just defensive (retention) but offensive (identifying upsell/cross-sell opportunities).
Feedback Loops: Serve as the bridge between the customer and Product/Engineering. Use customer insights to influence the product roadmap, ensuring IP Fabric remains the leader in network assurance.
Escalation Mastery: Serve as the final point of resolution for complex customer challenges, turning potential churn risks into long-term advocates
Communication Excellence: Manage Enterprise Customer Stakeholders & Internal IPF Stakeholders
Track Record of Success in Building and Scaling Customer Success: Proven experience in a customer success leadership role within the tech industry, building and leading successful customer success teams and processes in a fast-growing environment.
Ensuring Adoption: track record of proven success within the large enterprise segment.
Strong experience in network infrastructure, network automation , or related technical domains.

Responsibilities

Global Leadership and Team Success: Lead and continually develop a customer success team that sets the bar high. Cultivate a collaborative and customer-focused environment, empowering your team to deliver experiences that go beyond expectations. A key responsibility will be unifying Customer Success execution across regions, ensuring consistent standards, playbooks, and expectations between the US and EU teams.
Refine Operational Foundations: Assess our Customer Success model and address with urgency any gaps identified in process, data consistency, and cross-regional alignment. Part of your role will be establishing the fundamentals onboarding frameworks, health scoring, renewal governance, escalation paths, and Salesforce data standards.
Customer Onboarding: Tailor experiences to ensure our customers not only understand but extract maximum value from our solutions.
Customer Engagement: Build unbreakable relationships with key stakeholders and customers. Work seamlessly with Marketing and Sales teams to ensure a unified approach to customer success.
Retention and Expansion: Create strategies that don't just retain but propel our customer base forward. Strategically identify upselling and cross-selling opportunities based on deep understanding of customer needs and usage patterns.
Customer Advocacy: Be the internal voice for our customers. Advocate for enhancements, features, and process improvements based on invaluable customer feedback. Drive a culture of continuous improvement.
Metrics and Reporting: Own customer success metrics, generating insightful reports for senior management. Use data-driven insights to refine strategies and make informed decisions.
Cross-Functional Influence: Define and evolve the long-term organizational boundaries between Sales, Customer Success, and Post-Sales technical roles. Success in this role requires strong cross-functional influence across Sales, Product, Support, and Post-Sales Solution Architects. You will build and enforce operating rhythms that reduce friction and ensure consistent execution across regions.