Director of Customer Success

Surecam - Saint Louis, MO

Full-time - Senior

Hybrid - Saint Louis, MO

About the position

The Director of Customer Success at SureCam is responsible for leading the Customer Service and Account Management teams to achieve retention and expansion targets. This role involves strategic leadership, team mentorship, and hands-on engagement to ensure high standards in customer interactions and continual improvement in processes. The Director will also maintain in-depth product knowledge, resolve customer concerns, and identify revenue expansion opportunities while fostering a collaborative environment.

Responsibilities

• Align Customer Service and Account Management teams with retention and expansion targets.
• Set clear, achievable goals for the teams and instill high standards in customer interactions.
• Review processes and update Standard Operating Procedures to enhance customer experiences.
• Guide teams in resolving customer concerns and maintaining product knowledge.
• Identify revenue expansion opportunities within the customer base.
• Create training courses and educational materials for team members and customers.
• Oversee the resolution of customer complaints to reflect the importance of a positive customer experience.
• Promote the SureCam brand and locate brand ambassadors to share product benefits.
• Optimize existing processes and enhance Customer Success initiatives.

Requirements

• Bachelor's degree or higher level professional qualification.
• Minimum 3-5 years of experience in customer service and account management leadership.
• Team management experience and leadership skills.
• Ability to establish milestones and keep team members on task.
• Excellent written and verbal communication skills.
• Outstanding Excel skills.
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive business relationships.
• Understanding of data privacy legislation.
• Critical thinking and problem-solving abilities.
• High attention to detail and integrity.

Nice-to-haves

• Experience analyzing and optimizing existing processes in the Customer Success department.
• Deep understanding of customer concerns and troubleshooting abilities.

Benefits

• Paid holidays
• Health insurance
• Unlimited paid time off
• Dental insurance
• 401(k)
• Vision insurance