Director of Customer Success, Remote

This is a Remote position.

We are unable to sponsor H-1B visas or other employment-based visas for this position at this time.

Your Role

Are you passionate about creating world-class customer experiences while driving operational excellence? As the Director of Customer Success, you will lead a high-performing team and build scalable, customer-centric processes. Reporting to the VP of Product Management, this role is pivotal in aligning customer success with business growth, ensuring seamless hardware installations, onboarding, and post-deployment support.

Your Responsibilities

Cross-Functional Collaboration & Leadership:

• Advance Aperia’s vision for a world class customer experience as the leader accountable for driving excellence and scalability across customer support, field operations, and solutions engineering functions.
• Collaborate with cross-functional teams, including sales, product management, operations, and engineering, to align product deployment and support strategies with company goals and ensure the realities of the everyday customer experience is felt throughout the organization.

Team Management and Development:

• Develop a cohesive team culture to foster tight team collaboration, attention to detail, and a fervent drive for customer delight.
• Drive a team of ~20 individuals, with 7-9 direct reports, including technicians, project managers, support staff, and solutions engineers.
• Build and develop a high-performing team, focusing on recruitment, onboarding, coaching, and career development.

Operational Execution:

• Oversee the planning and execution of hardware installations on commercial trucks and trailers, ensuring process efficiency and high-quality outcomes.
• Establish and optimize processes for customer training, onboarding to software services, and post-deployment support.
• Drive operational improvements to enhance customer satisfaction and retention.

Process and Scalability:

• Design and implement scalable processes that enable efficient installations, training, and support as the business grows.
• Develop and monitor KPIs to measure team performance and operational effectiveness, ensuring continuous improvement.

Customer Engagement:

• Act as a key point of escalation for customer issues, working to resolve challenges swiftly and effectively.
• Partner with solutions engineering to deliver impactful reports and presentations for customer pilots and quarterly business reviews.

Budget and Resource Management:

• Manage budgets and resources effectively, balancing operational needs with business priorities.
• Identify and implement tools and technologies to improve team productivity and customer outcomes.

Skills/Qualifications

• Proven experience (5+ years) in operations management, preferably in a customer-facing role in a IoT or hardware company.
• Strong leadership and team-building skills, with experience managing teams of 10+ people.
• Process-driven mindset with a focus on creating scalable and efficient systems.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal stakeholders.
• Strategic thinking and problem-solving skills, with the flexibility to adapt to a fast-paced, dynamic environment.
• Familiarity with hardware/software deployment and onboarding processes is a must.
• Experience in heavy-duty trucking, automotive, or related industries is a bonus.
• Bachelor’s degree in business, engineering, operations, or a related field. An MBA is a plus.

Travel Expectations: ~15% of the time

Pay Range: $150,000- $185,000

*Base salary only. Salary dependent on multiple factors including, but not limited to, experience and location.

**Additional compensation may include equity, bonuses, stipends, medical, dental, vision, 401-k, and long-term disability insurance.