Director, Customer Success

Overview:

We are seeking an experienced and dynamic Sr. Director of Customer Success to lead our newly formed Client Success team. The ideal candidate will drive efforts to reduce time to initial value for new customers, increase lifetime value, and ensure proactive motions to drive adoption, retention, and renewals. This role will collaborate cross-functionally with Sales, Product, Marketing, and other key departments to create a seamless customer experience. 

• Build, mentor, and lead a team of Customer Success Managers (CSMs), providing coaching and ensuring the team is working effectively to achieve company objectives. Proven leadership experience in managing high-performing teams. 
• Develop and implement strategies to align the Customer Success organization to company goals and objectives. 
• Oversee the renewal process, together with Sales Support, collaborating with sales teams to ensure accuracy in forecasting and accountability in renewals management. 
• Build alliances across teams to improve processes and drive our value proposition, enhancing customer conversations and ensuring cohesive engagement. 
• Design health metrics framework: Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention. 
• Gather customer feedback to drive product improvements and advocate for customers.  
• Design and establish scalable processes, workflows, and systems that enrich the customer experience from onboarding through customer loyalty.  
• Monitor and evaluate key performance indicators (KPIs) and establish systems to gather and analyze operational data and customer feedback, ensuring accountability and informed decision-making through data-driven reporting. 
• Leverage data to guide performance tracking and decision-making. 
• Monitor your team’s book of business to identify risks and opportunities, acting or escalating as appropriate. 
• Build and mentor a high-performing Customer Success team, scaling resources as necessary to support organizational growth. 
• Collaborate with the finance department to ensure accurate and timely billing, contract management, and financial reporting related to client accounts. 

• Bachelor's degree in business management or a relevant field. 
• 15+ years' progressive experience client success, sales and/or project management roles.  
• Master's degree preferred. 
• Experience managing a Net Promoter Score (NPS) and understanding how to improve it. 
• Ability to thrive in a fast-paced startup environment, balancing hands-on execution with strategic vision. 
• Accomplished experience in driving revenue growth with highly complex strategic clients. 
• Proven experience in business development, client success, or strategic account management. 

Working Conditions

• Home or Office based depending on location
• Travel to corporate, regional markets, and opportunity specific travel, as required

Pay Transparency
TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $120,000.00 - $180,000.00

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