Director of Customer Success

ClearStar offers employers valuable employment intelligence to better support their recruiting and decision-making by increasing the quality, reliability, and visibility of information through background and medical screening. A seven-time Inc. 5000 honoree and founding member of the Professional Background Screening Association (PBSA, formerly NAPBS), ClearStar has provided innovative technology solutions to businesses in the human capital management industry from its corporate offices in Alpharetta, Georgia, since 1995. Since 2020, ClearStar has been a portfolio company of Hanover Investor Management, a London-based private equity firm. By joining ClearStar, you will have the unique opportunity to learn from industry leaders while making an impact on the lives of others. No matter where you are located, you're a valued member of the team. In our remote-first culture, we value trust, flexibility, outcomes and results. You will have access to digital tools and resources that keep everyone connected and collaboration at the forefront. We believe that success comes from empowered individuals working together, and we're committed to ensuring you feel supported, engaged, and set up for success - wherever you are.

• ClearStar Background Screening
• Our culture and values

Why ClearStar Needs You ClearStar is looking for a Director of Customer Success to lead and strengthen our Customer Success and Implementation teams. This position plays a key role in shaping the customer experience, improving retention, and driving long-term growth. You will join a collaborative, high-impact Service Delivery team that partners across departments to deliver exceptional value to our clients. Your leadership will help align customer outcomes with company goals while creating scalable systems and a unified, customer-focused culture. What You'll Do

• Lead and develop a high-performing team of Customer Success and Implementation professionals focused on collaboration, accountability, and measurable results.
• Create and execute strategies that improve Net Revenue Retention (NRR), reduce churn, and grow client value through upsell and cross-sell opportunities.
• Build scalable processes, playbooks, and tools to streamline onboarding, engagement, and client success.
• Partner with Sales, Product, and Support to strengthen communication and deliver a seamless customer experience.
• Use data and key performance metrics (NRR, churn, Time-to-Value, CSAT/NPS) to measure success and identify improvement opportunities.
• Translate customer insights into actions that influence product development and operational innovation.
• Champion process improvements and technology adoption that enhance performance and efficiency.
• Represent the customer voice in strategic discussions and executive planning.

What You'll Need

• Bachelor’s degree in Business, Operations, or related field (or equivalent experience).
• 7+ years of experience in Customer Success, Implementation, or Client Services, including at least 3 years in a leadership role.
• Experience in the Consumer Reporting Agency (CRA) industry is highly preferred.
• Proven success improving measurable outcomes such as NRR, churn reduction, and Time-to-Value.
• Strong analytical mindset with experience interpreting customer health and operational data.
• Excellent communication and executive presence with the ability to collaborate across teams.
• Experience leading through change and inspiring engagement in remote or hybrid environments.
• Familiarity with HubSpot, background screening technology, or project management tools is preferred.
• A dedicated home office space that is noise- and distraction-free with access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day task.

Who You Are You are a strategic and people-focused leader who is passionate about driving customer outcomes. You thrive in fast-paced environments and are motivated by measurable impact. You take a data-driven approach to leadership, enjoy developing high-performing teams, and bring creative solutions that balance operational excellence with customer satisfaction. If you are ready to elevate the customer journey and drive meaningful results, we invite you to join ClearStar’s mission to deliver excellence in every client interaction. Compensation & Benefits Exciting and meaningful learning and development opportunities await at ClearStar! Join us on a journey of discovery and empowerment - where every opportunity is a steppingstone to success and growth. This position is also eligible for excellent benefits that include paid healthcare and life insurance premiums, low-cost dental and vision insurance, company-paid basic life insurance and a company-paid Short-Term Disability policy, employee assistance program, 401(k) matching up to 4%, time off, 9 company paid holidays, and 2 additional days of paid time off for volunteer activities. The position is eligible for the Searching for Stars Employee Referral Program__.__