Senior Director, Customer Success

Sonova AG•Aurora, IL

2d•$154,000 - $220,000•Hybrid

About The Position

The Senior Director, Customer Success will define and lead Sonova’s North American customer success strategy while ensuring exceptional execution across Customer Service, Technical Support, Lead Generation, and Software Support teams. This role combines strategic vision with hands-on operational leadership to deliver best-in-class customer experiences, drive operational excellence, and position Sonova as the industry leader in customer satisfaction and service delivery.

Requirements

15+ years of progressive Customer Support, Customer Success, or Customer Service leadership, including experience at the Director / Sr. Director level
Proven experience leading large, multi-channel teams (100+ employees), including remote or hybrid environments
Strong track record of driving transformation, operational excellence, and customer-centric strategies
Experience partnering cross-functionally with Sales, Marketing, and Operations to drive growth and retention
Deep understanding of customer service technologies (CRM, workforce management, telephony) and data-driven decision making
Demonstrated ability to balance strategic planning with hands-on execution in a fast-paced environment
Excellent leadership, communication, and influencing skills with a strong customer-first mindset
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Responsibilities

Define and execute a multi-year customer success strategy aligned with business priorities, product launches, and evolving customer needs
Lead and develop a large, multi-channel organization across retail and wholesale customer support functions, fostering a high-performance, customer-centric culture
Drive operational excellence through workforce planning, capacity modeling, and daily management systems that improve productivity and service levels
Establish scalable processes and governance to ensure consistency, quality, and efficiency across all customer-facing teams
Champion resolution of high-impact customer issues, partnering cross-functionally to drive timely, effective solutions
Integrate systems and processes across Customer Service, Technical Support, and Software Support to enable seamless, end-to-end customer experiences
Develop and implement KPI frameworks to measure performance, including service levels, response times, resolution rates, and customer satisfaction
Leverage data and analytics (CRM, telephony, ERP) to identify trends, drive insights, and inform strategic decisions
Evaluate and implement new technologies, including AI-driven tools, to enhance efficiency, automation, and customer engagement
Lead change management initiatives, particularly during product launches and organizational transitions, ensuring minimal disruption to customer experience
Partner closely with Sales, Marketing, and Operations to align on customer needs, drive revenue growth, and improve retention
Manage departmental budget, ensuring cost optimization while maintaining high service standards

Benefits

Medical, dental and vision coverage
Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match
Company paid life/ad&d insurance
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
Accident/Hospital Indemnity coverage
Legal/ID Theft Assistance
PTO (or sick and vacation time), floating Diversity Day, & paid holidays
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
Robust Internal Career Growth opportunities
Tuition reimbursement
Hearing aid discount for employees and family
Internal social recognition platform