Senior Director, Customer Success
About The Position
As the Senior Director of Customer Success, you define and lead the strategic vision for the Customer Success department, driving initiatives that enhance the customer journey and maximize retention. You are responsible for setting the direction and performance standards for the team, ensuring alignment with broader business objectives. Your focus is on fostering a proactive customer success culture, driving operational efficiency, and continuously improving the customer experience. You work cross-functionally with other leaders to ensure seamless service delivery, advocate for customer needs, and contribute to overall business growth. You shape the department's culture by exemplifying company values and cultivating an environment of trust, collaboration, and high performance. Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success.
Requirements
- Bachelor's degree in a relevant field
- 10+ years of experience in customer success or related area
- 5+ years leading teams of 50+ including developing and leading first and second line leaders
- Proven track record of driving customer satisfaction and retention
Nice To Haves
- Ability to inspire and motivate teams, fostering a culture of high performance and accountability
- Excellent communication skills with the ability to influence and build strong relationships across the organization
- Strategic thinker with a strong ability to execute on complex initiatives in a fast-paced environment
- Highly adaptable with a proactive approach to problem-solving and continuous improvement
- Customer-focused mindset with a passion for delivering exceptional service and support
Responsibilities
- Define and implement the strategy for the Customer Success department, aligning with company objectives
- Lead, mentor, and develop teams of customer success managers and professionals to ensure high performance
- Drive the development and execution of initiatives to enhance the customer journey, satisfaction, and retention
- Establish and manage key performance indicators (KPIs) to monitor the effectiveness of customer success efforts and make data-driven adjustments
- Collaborate cross-functionally with product, sales, and operations teams to ensure a seamless customer experience
- Oversee the department's budget, resource planning, and operational efficiency to achieve strategic goals
- Identify opportunities for process improvements and innovation within the department to drive better outcomes
- Act as the voice of the customer in executive meetings, providing insights and feedback to guide business decisions
- Manage customer escalations and work to resolve complex issues to maintain high levels of satisfaction
- Foster a customer-centric culture that prioritizes empathy, proactive problem-solving, and continuous improvement
Benefits
- A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
- Paid holidays and flexible, take-it-as-you-need-it paid time off
- Equity in a rapidly growing startup backed by top-tier VCs
- Monthly tech reimbursements
- health care insurance (medical, dental, vision, disability)
- employee assistance program
- 401(K)
- flexible time off
- paid parental leave
- tech reimbursement
- other company benefits
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What This Job Offers
Job Type
Full-time
Career Level
Director
Industry
Publishing Industries
Number of Employees
1,001-5,000 employees
