Director of Customer Success

Sdrs Regalio - New York, NY

Full-time - Senior

New York, NY

101-250 employees

About the position

The Director of Customer Success is responsible for leading the customer success team to ensure high levels of customer satisfaction and retention. This role involves developing strategies to enhance customer engagement, overseeing the onboarding process, and collaborating with cross-functional teams to drive customer success initiatives. The Director will also analyze customer feedback and metrics to continuously improve service delivery and support.

Responsibilities

• Lead and manage the customer success team to achieve departmental goals.
• Develop and implement customer success strategies to enhance customer satisfaction and retention.
• Oversee the onboarding process for new customers, ensuring a smooth transition and setup.
• Collaborate with sales, product, and support teams to align customer success initiatives with business objectives.
• Analyze customer feedback and success metrics to identify areas for improvement and drive service enhancements.
• Conduct regular check-ins with key customers to assess their needs and satisfaction levels.
• Create and maintain documentation for customer success processes and best practices.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer success, account management, or a related field.
• Proven track record of leading teams and driving customer satisfaction initiatives.
• Strong analytical skills with the ability to interpret data and metrics to inform decision-making.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal teams.

Nice-to-haves

• Experience in a SaaS environment.
• Familiarity with customer success software and tools.
• Strong project management skills.

Benefits

• Health insurance coverage
• 401k retirement plan
• Paid time off and holidays
• Professional development opportunities
• Flexible work hours