Director of Customer Success

Doorloop - Miami Beach, FL

Full-time - Senior

Miami Beach, FL

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Director of Customer Success at DoorLoop is a strategic leadership role responsible for overseeing the Customer Success and Account Management teams. This position focuses on ensuring customer satisfaction, retention, and growth by implementing effective customer success strategies. The Director will collaborate with various departments to enhance customer engagement and drive product adoption, while also exploring new revenue opportunities through Customer Success as a Service.

Responsibilities

• Lead, mentor, and manage a team of Customer Success Managers (CSMs) and Account Managers (AMs) for SMB accounts post-onboarding.
• Develop and execute a customer success strategy to ensure customers achieve their desired outcomes and foster high retention rates.
• Explore opportunities to sell Customer Success as a Service as an additional revenue stream.
• Ensure CSMs actively engage with customers to drive product adoption, renewal, and expansion post-onboarding.
• Design and implement scalable, proactive communication strategies for regular customer check-ins and health monitoring.
• Drive customer retention and identify upsell/cross-sell opportunities by ensuring customers leverage the full value of the product suite.
• Oversee the monitoring of customer health metrics and direct the team to take action based on trends and risks.
• Collaborate with the onboarding team to ensure a seamless transition to post-onboarding CSMs.
• Facilitate a feedback loop between customers and internal teams to influence product development and refine value propositions.
• Continuously improve and scale customer success processes to better support the SMB segment.
• Utilize data and analytics to track performance metrics and generate insights for customer success reporting.
• Report to senior leadership on customer success metrics, strategies, risks, and opportunities.
• Develop communication plans to keep stakeholders informed about changes and advocate for customer needs.
• Oversee customer success projects, ensuring successful completion on time and within scope.
• Lead the restructuring of the Customer Success organization to support future growth.

Requirements

• Bachelor's degree in Business, Marketing, or related field; Master's degree is a plus.
• 7+ years of experience in customer success or account management, with at least 3 years in a leadership role.
• Experience managing a pooled CSM model or overseeing CSM teams for SMB clients.
• Proven success in reducing churn and driving product adoption in a B2B SaaS environment.
• Strong strategic thinking and ability to align customer success initiatives with company goals.
• Excellent communication, leadership, and relationship-building skills.
• Ability to thrive in a fast-paced environment and manage multiple priorities.
• Proficient with CRM and customer success tools (Salesforce, ChurnZero, Intercom, etc.).
• Strong understanding of customer success processes and best practices.

Nice-to-haves

• Experience building and scaling an onboarding program.
• Passion for customer success and creating exceptional customer experiences.

Benefits

• Unlimited paid time off including personal, vacation, and sick days.
• 401k with 4% matching and instant vesting.
• 100% paid health insurance including medical, dental, and vision.
• $100,000 life insurance policy.
• Short-term and long-term disability insurance.
• Company expense card and monthly stipend for business expenses.
• World-class training program with an onboarding buddy.
• Work in a vibrant location with great amenities and no micromanagement.
• Ergonomic equipment including chairs, desks, and laptops.
• Flexible payroll options with Gusto.