Director of Customer Success

Cobb Technologies

1d•Onsite

About The Position

We are seeking an experienced and hands-on Director of Customer Success to lead and elevate our customer service and post-sales account management operations. This role is responsible for driving exceptional customer experiences, strengthening retention, and ensuring operational excellence across billing, contracts, and service delivery. This position balances strategic leadership with hands-on execution and close cross-functional collaboration.

Requirements

3 to 5 or more years of B2B customer service or account management experience.
2 to 3 or more years in a leadership or management role.
Associate degree or higher, or equivalent professional experience.
Proficiency in Microsoft Office.

Nice To Haves

Experience with E-Automate or similar systems preferred, but not required.

Responsibilities

Lead, coach, and develop a high-performing Customer Success team, including onboarding, training, and performance management.
Foster a customer-first culture centered on accountability, responsiveness, and service excellence.
Oversee post-sales account management and ensure timely resolution of customer issues and escalations.
Maintain strong relationships with key customers to support retention and growth.
Direct all billing and revenue-related operations, ensuring accuracy, timeliness, and contract compliance.
Analyze billing, renewal, and revenue data to identify optimization opportunities.
Develop, implement, and maintain customer service and billing policies and procedures.
Ensure consistent execution of processes and accurate maintenance of customer records and documentation.
Serve as a liaison between customers and internal teams including Sales, Service, and Operations.
Provide regular reporting and insights to executive leadership and recommend continuous improvements.