Director of Customer Success
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Job Location:
McLean, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
We are seeking a visionary and strategic Director of Customer Success to lead our Customer Success organization in McLean Virginia.
In this critical leadership role you will be responsible for architecting and executing a unified strategy that ensures our diverse customer base achieves maximum value from our entire suite of products and services.
Your primary mission is to transform the customer experience from a series of individual product interactions into a seamless high-value strategic partnership ultimately driving adoption retention and growth across the entire portfolio.
Key Responsibilities:
- Act as the definitive Voice of the Customer (VoC) synthesizing insights from across the portfolio to inform executive strategy product roadmaps and service offerings.
- Establish a Center of Excellence (CoE) for customer engagement standardizing core playbooks (e.g. onboarding QBRs health scoring) while allowing for product-specific nuances.
- Lead mentor and scale a high-performing team of Program Managers Technical field support team Training and customer success operations.
- Oversee the development of robust training and enablement programs to manage the high cognitive load and ensure deep expertise across the team.
- Champion cross-functional alignment to break down internal silos between product sales support and marketing teams.
- Collaborate with Product teams to provide consolidated customer feedback that prioritizes integration improvements and addresses key pain points.
- Establish clear SLAs and communication channels with Support and Engineering to mitigate internal friction and create a seamless support experience for the customer.
Required Qualifications & Experience Includes:
- 8-10 years of experience in Customer Success Account/Program Management Professional Services or a related field with at least 5 years in a leadership role.
- Proven experience managing a Customer Success function in a complex multi-product or multi-disciplinary company is essential.
- Strong technical background in RF and Networking in a multi-disciplinary company (HW & SW).
- Demonstrated track record of successfully managing and scaling a team including hiring training and performance management.
- Strong commercial acumen with a history of owning and influencing key metrics like ARR churn and customer satisfaction.
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Over a dozen years of talent acquisition and recruiting experience to set you on the right path. Find out more "When we work with you, we roll up our sleeves and become your business partner. Our success is measured by the success of your company. That's why we invest whatever resourc ... View more
