Director of Customer Success Customer Success - Account Management Chicago, IL

Tractian Technologies Inc - Chicago, IL

Full-time - Mid Level

Chicago, IL

About the position

The Director of Customer Success at TRACTIAN is responsible for managing customer projects within the manufacturing maintenance sector, ensuring customer satisfaction and driving expansion through operational excellence. This role involves leading a high-performing team, implementing strategies for customer engagement, and collaborating with various departments to enhance the customer journey.

Responsibilities

• Lead and develop a high-performing customer success team, driving engagement and growth while fostering collaboration and continuous improvement.
• Focus on expansion and renewals, training the team to expand and renew accounts effectively.
• Create and implement strategies to boost customer satisfaction, increase product adoption, and deliver maximum value.
• Work closely with Sales, Support, and Deployment to ensure a smooth, cohesive customer journey from onboarding through expansion.
• Use data to spot trends, address potential challenges, and identify growth opportunities, keeping customer retention high.
• Ensure the conflict management skills are in place for the whole team to deal with customer challenges and unexpected situations.
• Develop tools and resources to support product success and help customers get the most out of our solutions.
• Track and share key performance metrics like customer satisfaction and renewals, using insights to refine strategy and highlight team successes.
• Handle customer escalations, providing clear communication and swift resolutions to maintain strong relationships.

Requirements

• 2+ Years in Leadership Roles: Proven ability to lead teams or direct reports in roles such as Director, Manager, or Team Lead.
• Experience conducting 1:1 meetings, providing feedback, and managing hiring and firing processes.
• 4+ Years of Proven track record of Account Management, building strong, trusting relationships with customers at all levels.
• Shop-floor experience, familiarity with factories and industrial processes.
• Bachelor's degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related field.
• Ability to deliver under tight schedules and willingness to travel up to 30% of the time in North America.
• Certifications such as Reliability Management and others are bonus points.

Benefits

• Competitive Salary and Stock Options
• Premium Medical, Dental, and Vision Coverage
• Paid Time Off (PTO): 15 Days
• 401(k) Retirement Plan
• Language Learning Opportunities - Fully funded Spanish or Portuguese courses
• Birthday Time Off - Paid day off during birthday week
• Gympass Membership - Access to gyms and training programs
• Sports Incentive - Monthly bonus for regular physical activity participation
• Long-Term Benefit - Fully funded trip anywhere in the world after four years of service