Director of Customer Success & Implementation
Director of Customer Success & Implementation
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Job Description
Director of Customer Success & Implementation
The Director of Customer Success is responsible for leading a highperforming team to drive customer satisfaction retention and expansion. This role oversees the endtoend implementation onboarding and launch process including services for creative design work to ensure customers receive a seamless and impactful brand experience. Additionally this role requires direct account management for key customers ensuring a personalized and strategic approach to longterm customer success.
A critical part of this role includes capacity planning and scheduling of creative resources to align with customer launch timelines and ongoing design needs. The Director will work crossfunctionally with Sales Product Creative and Support teams to drive customer success maximize adoption and help customers achieve their business objectives.
Key Responsibilities:
Customer Implementation & Launch (Including Creative Services)
- Oversee the full customer onboarding implementation and launch process ensuring customers successfully integrate and adopt our solutions.
- Develop and manage a structured launch framework that includes creative design services (branding visual assets marketing collateral or UI/UX elements) as part of the onboarding journey.
- Partner with the Creative & Design teams to deliver highquality design assets that align with customer needs and prioritize projects and balance workloads across design teams.
- Ensure seamless collaboration between Customer Engagement Managers creative designers and customer stakeholders to meet deadlines and quality standards.
- Establish best practices and scalable workflows for integrating creative design services into customer implementations.
- Partner with Sales to ensure smooth customer transitions renewals and upsell/crosssell opportunities.
- Utilize CRM (Salesforce) to track engagement and success metrics.
- Implement tracking systems and tools to monitor resource utilization and optimize project timelines.
- Ensure that customerfacing deadlines are met without overloading internal design resources.
Customer Success Management
- Develop and execute customer success strategies to drive engagement retention and satisfaction.
- Define and track KPIs for customer success such as onboarding time product adoption and the effectiveness of creative design services.
- Identify atrisk customers and proactively implement retention strategies to mitigate churn.
- Conduct business reviews and success planning sessions with key accounts.
Leadership & Team Development
- Build mentor and lead a Customer Success team including Customer Engagement Managers Customer Success Managers and Account Managers.
- Foster a collaborative culture that emphasizes customercentricity continuous learning and creative problemsolving.
- Provide training and coaching to ensure the team excels in managing both technical and creative service delivery.
- Establish performance goals and track team effectiveness using customer success metrics.
Qualifications & Skills
- Bachelors degree in Business Marketing Design or a related field (MBA preferred).
- 7 years of experience in Customer Success Account Management or Client Services with at least 3 years in a leadership role.
- Proven experience leading customer onboarding including creative design services as part of implementation.
- Strong account management experience including strategic relationship building and customer advocacy.
- Experience in capacity planning scheduling and resource allocation for creative teams or customer service functions.
- Excellent project management skills with the ability to oversee both technical and creative service delivery.
- Strong leadership communication and relationship management abilities.
- Datadriven mindset with experience using customer success platforms and CRM tools.
- Ability to manage multiple projects and priorities in a fastpaced environment.
Required Experience:
Manager
Employment Type
Full-Time
