Director of Customer Success

Join our team as the Director of Customer Success, where you will lead and develop a high-performing team, oversee strategic customer relationships, drive customer success strategy, collaborate cross-functionally, achieve operational excellence, and facilitate account expansion. You will have the opportunity to make a significant impact on our customers and the company as a whole.

• Lead and develop a high-performing team of Customer Success Managers, fostering their professional growth and ensuring they have the tools and support to excel.
• Oversee strategic customer relationships, acting as an escalation point for critical issues and fostering strong, trust-based partnerships at senior levels within customer organizations.
• Develop and implement strategies to maximize customer value realization, satisfaction, and retention across your portfolio, identifying and addressing systemic improvement opportunities.

• Experience and Leadership: At least 10 years of experience in Customer Success, Account Management, or related roles, with a minimum of 6 years in a leadership or managerial position, preferably within the HR-Tech or consumptive SaaS markets
• Problem solving: Demonstrated ability to simplify and solve complex problems using critical thinking, creative approaches, and structure. You are proficient in using data and analytics to solve problems, identify systemic issues, and drive performance improvements
• Willingness to travel: Ability to travel domestically up to 25% for customer engagements and team meetings
• Communication: Excellent written and verbal communication skills, able to articulate complex concepts clearly, adapt your communication style to different audiences, including executive leaders, and remain approachable
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes
• Passion and Drive: Inspire others with your drive for excellence, maintain a tenacious and optimistic attitude, and care deeply about winning and your teammates
• Integrity and Inclusion: Known for candor, transparency, and treating everyone with respect. You work well with different backgrounds, identities, values, and cultures