Senior Director of Customer Success

Certifid - Grand Rapids, MI

Full-time - Senior

Grand Rapids, MI

Merchant Wholesalers, Durable Goods

About the position

The Senior Director of Customer Success at CertifID is a key leadership role responsible for driving customer satisfaction, retention, and growth. This position involves empowering a team of Customer Success Managers to deliver exceptional value, designing scalable processes, and advocating for customer needs across the organization. The role is pivotal in shaping the future of the customer success function and ensuring that customers achieve their goals while contributing to the company's ambitious growth targets.

Responsibilities

• Develop and implement standardized engagement models across all customer segments.
• Establish clear objectives and performance expectations for the Customer Success team.
• Create, implement, and refine best practices, playbooks, and processes for consistency and scalability.
• Develop and implement strategies to maximize product adoption and ensure customer success.
• Strengthen the partnership between the Customer Success team and the Account Management team.

Requirements

• 4+ years of experience at the Director level in customer success, preferably in a SaaS or software company.
• Demonstrated ability to set high standards and deliver impactful results.
• Deep understanding of Customer Success metrics (e.g., NPS, CSAT).
• Skilled in utilizing CRM platforms for customer health scoring and data analytics.
• Exceptional communication and collaboration skills across cross-functional teams.
• Critical thinker with the ability to identify challenges and propose solutions.
• Adaptable and intrinsically motivated to drive results in a fast-paced environment.
• Ability to manage multiple projects and balance short-term and long-term goals.
• Foster a culture of collaboration and continuous learning within the team.

Nice-to-haves

• Experience in a startup environment.
• Familiarity with fraud prevention technologies.

Benefits

• 20 days PTO + 5 Paid Sick Leave + No work on your birthday + 12 Company Paid Holidays
• Volunteer Hours
• Equity
• Wellness Benefit
• Generous family leave policy
• Health, Dental and Vision Insurance
• 401k with matching
• Life Insurance