Director of Customer Success

About the Company

We are an east coast based technology firm providing cutting-edge software to our customers. We are at an incredible inflection point of growth, conducting a confidential search for an exceptional leader for our Customer Success & Support team.

Summary of Role & Responsibilities

The Director of Customer Success and Support is responsible for:

• Owning the outcome & performance of the overall Customer Support organization
• Developing and executing against a strategic plan for Support
• Mentoring and coaching Customer Support Managers, who lead each team
• Driving process improvements and standardization in the Support organization
• Ensuring a cultural standard that combines elements of Customer Success (e.g., client training or User Groups) with Customer Support (e.g., technical troubleshooting)
• Managing the flow of escalations and strategic account relationships
• Setting and achieving metrics that demonstrate strong Support performance, including Net Promoter Score, % Calls Answered, Case Backlog, and Aging Cases
• Hiring and recruiting talented Support Specialists & Managers into the organization; matching resourcing capacity with volume & demand
• Partnering with other functional leads to improve the overall client experience (i.e., IT, Development, Implementation, Sales, etc.)

Who We Are Looking For

The ideal person for this role will have demonstrated the following abilities and traits:

• 8+ years in Software Support (or similar department), including at least 3 years in a Director-level role
• Demonstrated experience leading a large, multi-regional or multi-product team (our organization is currently ~500 people)
• Demonstrated experience with process improvement, standardization, and metrics tracking
• Demonstrated experience recruiting & developing Support Specialist and Manager talent
• Strong, client-facing communication skills

Other Information:

• 100% of our clients today are US-based and Eastern or Central Time Zone
• Support hours are typically 8am – 5pm with infrequent nights & weekends escalations
• Travel is <10% -- we do encourage the Director to attend occasional User Groups or critical client meetings

Our compensation and benefits package is competitive with other leading technology companies and includes paid time off (PTO), an attractive employee health insurance plan and a 401k plan.

Our company is an Equal Opportunity Employer and committed to a diverse and inclusive workplace. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. We maintain a drug-free workplace.