Director of Customer Success
About The Position
Are you a strategic leader who is passionate about delivering exceptional customer experiences and building high-performing teams? Red Dot is looking for a Director of Customer Success who thrives in a fast-paced environment and is driven to create best-in-class processes, develop people, and ensure customer satisfaction from project kickoff through completion. The Director of Customer Success will be responsible for leading and developing the Customer Success department, ensuring a seamless and consistent customer journey post-sale. This role requires a strong leader who can drive accountability, remove operational obstacles, and align cross-functional teams to deliver projects on time while exceeding customer expectations.
Requirements
- Proven leadership experience in Customer Success, Project Management, or related field
- Strong background in manufacturing, construction, or similar industry preferred
- Demonstrated ability to lead teams, develop talent, and drive accountability
- Strategic thinker with strong operational and process improvement skills
- Excellent communication, problem-solving, and decision-making abilities
- Experience working cross-functionally with multiple departments
- Proficiency with Microsoft Office and project management systems (ERP, Basecamp, Teams, etc.)
Responsibilities
- Lead, coach, and develop Customer Success Managers and support staff
- Establish clear performance expectations, KPIs, and accountability standards
- Build and refine scalable processes to ensure consistency across all projects
- Foster a culture of ownership, urgency, and proactive communication
- Conduct performance reviews and support ongoing professional development
- Forecast workload and staffing needs to ensure proper team capacity
- Own the end-to-end customer experience from post-sale through project completion
- Ensure consistent, proactive communication with customers throughout the project lifecycle
- Oversee escalated customer issues and lead resolution strategies
- Monitor customer satisfaction and implement continuous improvement initiatives
- Collaborate with Sales, Engineering, Logistics, Production, and Installation teams to align timelines and expectations
- Identify operational bottlenecks and implement process improvements across departments
- Facilitate cross-functional communication to reduce inefficiencies and rework
- Develop and maintain project tracking tools, dashboards, and reporting systems
- Ensure project milestones, deliverables, and documentation are accurate and on schedule
- Identify risks early and coordinate mitigation strategies with leadership
- Implement best practices for change management and scope control
- Analyze trends in delays, issues, and customer feedback to drive improvements
- Monitor departmental performance metrics including customer satisfaction, cycle times, and project outcomes
- Partner with Accounting to support documentation and communication tied to cash flow and collections
- Drive operational efficiencies to improve overall performance and margins
Benefits
- Highly competitive salary and benefits package, based on experience
- Potential for bonus or incentive opportunities
- Generous paid time off
- Leadership growth and development opportunities
- Ability to make a significant impact within a growing organization
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
11-50 employees
