Director of Customer Success

$90,000 - $130,000/Yr

Safety Plus - Raleigh, NC

Full-time - Senior

Raleigh, NC

Professional, Scientific, and Technical Services

About the position

The Director of Customer Success at Safety Plus, Inc. is a strategic leadership role focused on enhancing customer satisfaction, retention, and revenue growth. This position involves building and leading a high-performing Customer Success team, optimizing product adoption, and fostering strong customer relationships. The Director will play a crucial role in shaping the customer success strategy during a pivotal growth phase for the company, ensuring that customers realize the full value of Safety Plus's innovative SaaS solutions.

Responsibilities

• Build and lead a high-performing team of Customer Success Managers (CSMs).
• Recruit, coach, and manage the team to develop and execute account strategies.
• Design and implement onboarding and development programs for new hires and existing team members.
• Collaborate with customers to understand their needs and identify strategic opportunities.
• Develop and deliver account-level reporting to leadership, providing insights into business health.
• Identify and implement tools and processes to enhance team efficiency.
• Develop and oversee a comprehensive customer governance framework.
• Advocate for customer needs and trends internally through feedback and product enhancement requests.
• Work closely with internal teams to resolve customer escalations and implement long-term solutions.
• Measure and drive customer adoption, engagement, and usage of Safety Plus products.

Requirements

• 5+ years of customer success or account management experience, ideally in a high-growth start-up environment.
• 3+ years of experience leading and managing a team with varying levels of experience.
• Proven record of accomplishment of driving customer success, retention, and revenue growth in a B2B SaaS environment.
• Strong leadership and people management skills, with demonstrated success in building and scaling high-performing teams.
• Data-driven and adept at leveraging CRM and customer success software to inform decisions and drive strategy.
• A proactive, self-starter mindset comfortable working in fast-paced, ambiguous environments.
• Customer-first mentality and passion for delivering a world-class customer experience.

Nice-to-haves

• Expertise in customer success best practices.
• Proven ability to coach and mentor others in their development.

Benefits

• Continuous learning opportunities
• Career advancement
• Impactful work in creating safer environments