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 is pivotal during a phase of growth, responsible for scaling the customer success team and optimizing product adoption while fostering strong customer relationships. The role requires a proactive leader who can develop high-performing teams and drive operational excellence to meet evolving customer needs.

Responsibilities

• Build & lead a high-performing team of Customer Success Managers (CSMs).
• 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 for business health insights.
• 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 in a high-growth start-up environment.
• 3+ years of experience leading and managing a team.
• Proven record of driving customer success, retention, and revenue growth in a B2B SaaS environment.
• Strong leadership and people management skills.
• Data-driven with experience using CRM and customer success software.
• Proactive, self-starter mindset comfortable in fast-paced environments.
• Customer-first mentality with a passion for delivering a world-class customer experience.
• Expertise in customer success best practices.

Benefits

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