Director of Customer Success

ASSA ABLOY•Phoenix, AZ

3d•Remote

About The Position

SiteOwl is hiring a Director of Customer Success to build and lead the next chapter of our CS organization. This is a true player-coach role: you'll spend part of your time managing and developing a team of Customer Success Managers and Support Specialists, and part of your time as the named executive owner of a small portfolio of our largest, most strategic Enterprise accounts. You'll own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) for the CS organization, set the strategy and processes that scale our post-sale motion, and sit on SiteOwl's leadership team helping shape company direction. You'll also have oversight of our Support function, ensuring customers get fast, high-quality help alongside great strategic guidance. This role reports directly to the General Manager of SiteOwl and is a highly visible, cross-functional leadership position.

Requirements

Your background includes a College/University degree (preference for specialization in related curricula), or have work experience commensurate with, minimum high school/GED diploma.
8+ years of experience in Customer Success or a related client-facing function, including experience in a formal leadership/people-management role.
Proven experience owning and improving NRR/GRR or equivalent retention and expansion metrics.
Deep enterprise account management experience, including direct relationships with customer executives (VP/C-level).
A track record of building or significantly improving CS processes, playbooks, or operating cadence from the ground up.
Experience using AI tools to create and optimize CS processes.
Experience owning or heavily involved in the CS tech stack (CRM, CS/health-scoring platforms, support desk, BI/analytics tools). Experience with Zoho, Zendesk, Domo and UserPilot is a plus.
Experience running or overseeing a support function, including SLA design and escalation management.
Strong executive presence — comfortable presenting to customer leadership and to internal leadership/board-level stakeholders.
SaaS background; physical security, security integration, or enterprise hardware/software experience is a plus.
A player-coach mindset: genuinely energized by both managing people and staying hands-on with enterprise customers.
Proficiency in Microsoft Office tools.

Nice To Haves

Experience with Zoho, Zendesk, Domo and UserPilot is a plus.
Physical security, security integration, or enterprise hardware/software experience is a plus.

Responsibilities

Manage, coach, and develop a team of world class Customer Success Managers by setting goals, running pipeline/account reviews, and building career paths.
Recruit and onboard new CSMs as the team scales, owning proactive CS resourcing and team structure.
Build a high-performing, accountable team culture rooted in customer outcomes, ownership, and collaboration.
Personally own executive relationships for a select group of SiteOwl's largest Enterprise accounts, acting as their senior strategic point of contact.
Lead business reviews, governance forums, and expansion conversations directly with customer executive sponsors.
Model best-in-class enterprise account management for the broader CS team through direct, hands-on ownership.
Own NRR and GRR targets for the CS organization; report on performance to the leadership team and ASSA ABLOY stakeholders as needed.
Build the forecasting, health-scoring, and early-warning processes needed to protect and grow the base.
Partner with Sales on expansion strategy, and with Product on the roadmap input that drives retention.
Design and implement scalable CS processes across the customer journey for onboarding, adoption, renewal, and expansion.
Set annual and quarterly CS strategy in partnership with the General Manager and the broader leadership team.
Own the CS technology stack — evaluate, implement, and administer the tools that power the team (e.g., CRM, CS platform, support desk, analytics/BI, knowledge base).
Own the customer satisfaction and NPS program end-to-end — survey design, cadence, analysis, and closed-loop follow-up.
Own the Support function, including SLAs, escalation paths, and support processes.
Serve as an active member of SiteOwl's leadership team, contributing to company-wide strategy beyond CS.
Represent the voice of the customer in cross-functional planning with Product, Sales, and Marketing.