Director of Customer Success

Vorys, Sater, Seymour and Pease LLP.•Cincinnati, OH

7h•$145,000 - $165,000•Remote

About The Position

Precision eControl is a wholly owned ancillary business of Vorys, that provides integrated solutions to help brands control the sales of their products in the age of eCommerce. We have represented more than 300 brands, including many of the world’s largest companies. Precision eControl’s full scope of services allows us to provide a truly comprehensive approach that delivers unique business value. The Director of Customer Success is a strategic leader responsible for driving long-term customer retention, value realization, and account growth by shaping the vision, strategy, and operational frameworks of the Customer Success team. This role oversees the end-to-end customer lifecycle, partnering cross-functionally to influence product direction, optimize customer experience, and scale processes that improve team efficiency and customer outcomes. The Director leads and develops the Customer Success team, serves as the senior escalation point for high-impact needs, and uses data-driven insights to build scalable programs, playbooks, and best‑practice methodologies that elevate customer satisfaction and support the company’s growth objectives. At this time, candidates who would work in the following states will not be considered for this role: AZ, CA, CO, CT, DE, DC, HI, IL, MA, ME, MI, MD, MN, NV, NJ, NY, RI, VT, and WA.

Requirements

Significant leadership experience managing and developing high-performing Customer Success or customer-facing teams, with a track record of driving retention, value realization, and growth
Strategic thinker with strong executive presence, able to build credibility with senior stakeholders and influence decisions through clear, compelling communication
Advanced data competency, including the ability to interpret customer, product, and financial data to identify trends, forecast risks/opportunities, and shape strategic initiatives
Expert at creating and optimizing scalable processes, playbooks, and methodologies that improve team efficiency and customer experience
Strong cross-functional leadership, with success collaborating across Product, Sales, and Marketing to align on customer needs and drive holistic business outcomes
Highly skilled communicator (written, verbal, and presentation) with the ability to translate complex concepts for diverse audiences and guide teams through change
Exceptional project and program management abilities, with capacity to lead complex initiatives, prioritize effectively, and ensure timely, high-quality execution.
Balanced “big-picture and detail-oriented” approach, combining strategic vision with operational discipline to deliver both innovation and consistency
Adaptable, proactive leadership style, demonstrating accountability, sound judgment, and the ability to navigate evolving business needs
Bachelor's degree in related discipline or combination of equivalent education and experience.
7 - 10 years of experience in similar field.

Nice To Haves

Bachelor’s degree preferred.
5+ years' experience in account management, customer success or related field preferred.

Responsibilities

Lead, mentor, and scale the Customer Success team, providing strategic direction, performance management, and ongoing development to ensure the team is equipped to deliver exceptional customer outcomes at scale.
Own and oversee the strategic health of key customer segments, ensuring excellence across onboarding, implementation, training, adoption, retention, value realization, and long-term satisfaction.
Serve as a trusted advisor to customer leadership teams, building strong relationships that deepen product adoption, uncover growth opportunities, and reinforce partnership value.
Develop, refine, and operationalize Customer Success strategies, methodologies, and best practices, ensuring consistent execution across the customer lifecycle and alignment with company goals.
Lead data-driven decision making by defining, analyzing, and evolving customer health metrics, feedback loops, and performance dashboards to identify trends, risks, and opportunities.
Serve as the senior escalation point for complex or high-impact customer needs, guiding teams in proactive problem-solving and cross-functional alignment with Product, Support, and Operations.
Continuously optimize the customer journey, identifying inefficiencies, improving processes, and enabling scalable programs, playbooks, and customer education resources.
Drive cross-functional collaboration across Product, Sales, and Marketing to ensure customer insights influence roadmap decisions, improve customer experience, and support upselling/expansion strategies.
Ensure seamless coordination across internal teams and external partners, align resources and workflows to meet deadlines and deliver consistent, high-quality customer outcomes.