Customer Success Director Jobs

About The Position

Requirements

• Proven experience in Customer Success, Account Management, Strategic Account Management, or a related customer-facing role.
• Previous leadership experience, including direct people management, team leadership, mentoring, or coaching responsibilities.
• Demonstrated ability to influence and build trusted relationships with customers, peers, executives, and cross-functional stakeholders.
• Strong leadership, coaching, and team development skills.
• Excellent interpersonal, presentation, verbal, and written communication skills.
• Proven ability to drive strategic initiatives while balancing operational responsibilities.
• Strong business acumen and customer-centric mindset.
• Experience analyzing data, identifying trends, and translating insights into action plans and recommendations.
• Strong organizational, prioritization, and time management skills.
• Technical aptitude and ability to understand complex technology solutions and customer operational environments.
• Experience managing escalations and resolving complex customer challenges.
• Ability to work effectively in a fast-paced, growth-oriented environment.
• Travel to customer sites and team meetings, as needed.

Nice To Haves

• Experience leading Customer Success teams supporting enterprise or strategic accounts.
• Experience with warehouse automation, robotics, supply chain technology, software, or other complex technical solutions.
• Proven track record of improving customer retention, customer satisfaction, expansion revenue, and operational performance.
• Experience building customer success programs, processes, or best practices.
• Experience working in a global and matrixed organization.

Responsibilities

• Act as a key point of contact and trusted resource for customer operations, Engaging partner distributors and AutoStore internal subject matter experts, to collaboratively and proactively support customer operational goals and site health.
• Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions, establishing a recurring and long-term relationship with the customer to ensure ongoing, optimized health of their AutoStore system.
• Build and maintain customer relationships strategies, ensuring customers achieve business objectives and maximize the value of their AutoStore systems.
• Proactively identify customer risks and opportunities, developing action plans to improve customer outcomes and accelerate growth opportunities.
• Conduct strategic business and operational reviews with partners and customers, bringing together key stakeholders and resources to review KPIs, discuss recommendations, and identify future expansion opportunities.
• Advocate for customer needs across the organization and serve as a key Voice of the Customer.
• Lead and develop a team of Customer Success Managers to achieve customer and business objectives.
• Conduct regular one-on-one meetings with team members focused on development, coaching, problem solving, and career growth.
• Provide ongoing guidance, mentoring, and support to improve customer engagement strategies, business acumen, and technical competency.
• Foster a positive, collaborative, and customer-obsessed team culture focused on accountability, continuous improvement, and operational excellence.
• Lead employee development through performance feedback, development planning, and coaching.
• Lead the onboarding and mentoring new Customer Success Managers, ensuring consistent adoption of best practices and processes.
• Identify skill gaps and coordinate training opportunities to strengthen team capabilities.
• As a member of Customer Success leadership, this person will help define and execute regional Customer Success strategy, goals, and initiatives.
• Contribute to long-term vision, planning, and continuous improvement efforts across the Customer Success organization.
• Drive consistency in customer engagement methodologies, operational reviews, health monitoring, and team account planning.
• Identify trends, risks, and opportunities across the customer base and recommend strategic actions.
• Collaborate with cross-functional teams including Sales, Solutions Engineering, Product Management, Technical Support, Operations, and Partner organizations to improve customer outcomes.
• Support change management initiatives and adoption of new programs, tools, and processes.
• Monitor team performance and key customer success metrics, including customer health, retention, expansion opportunities, NPS, customer engagement, and adoption.
• Develop and maintain reporting that provides visibility to leadership on team performance, customer risks, opportunities, and strategic initiatives.
• Ensure accurate account documentation, forecasting, and customer success planning activities.
• Play a key part in capacity planning, resource allocation, and prioritization efforts.
• Perform administrative management responsibilities including performance reviews, goal setting, development plans, time-off approvals, and workforce planning.
• Escalate and communicate customer issues, business risks, and organizational challenges to leadership as appropriate.
• Strengthen and leverage customer relationships to accelerate expansion opportunities and customer advocacy.
• Partner with commercial teams to identify growth opportunities and improve customer lifetime value.
• Ensure customer satisfaction objectives are achieved while supporting overall business growth and retention goals.

Benefits

• Comprehensive Medical, Dental, and Vision plans
• Health Savings Account (HSA) with a company contribution
• Generous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents
• Retirement 401(k) plan with employer match and discretionary profit sharing contribution
• Educational assistance and professional development programs, including mentorship/coaching programs with external industry leaders
• Group Life Insurance
• Voluntary Additional Life Insurance
• Disability Insurance
• Employee Assistance programs