Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success.

Key Responsibilities

• Lead and manage a team of Enterprise Customer Success Managers to ensure client health and satisfaction
• Define and track customer success metrics and operational KPIs while maintaining reporting models for continuous improvement
• Act as a senior point of contact for customer escalations and develop trusted advisor relationships with key stakeholders

Required Qualifications

• 7-10 years of experience in managing senior/enterprise level Customer Success functions, with at least 3 years in a direct management role
• Demonstrated success in managing KPIs and operational planning
• Proven ability to engage and influence C-level stakeholders
• Experience in implementing customer systems and leveraging tools for process design
• Experience in mission-oriented organizations or nonprofits is a strong plus