Director, Customer Success – Operations
Harris Computer
AWSSQLTableau
Director of Customer Success – Well-Oiled Operations
Acquisition.com
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $160,000 - $180,000 per year
Job Level
Lead
About the role
- Own the full post sale lifecycle: onboarding, engagement, renewal, expansion.
- Create a world class experience that feels intentional, seamless, and results focused.
- Implement systems that keep every client seen, supported, and progressing toward measurable outcomes.
- Partner cross functionally to ensure client feedback drives program improvements and product decisions.
- Manage and mentor a 40+ person department, including middle management, CSMs, and support staff.
- Build SOPs, SLAs, and team rhythms that create consistency and confidence.
- Lead weekly 1:1s, coach for ownership, and maintain a culture of excellence.
- Handle escalations with professionalism, empathy, and sound judgment.
- Hit and exceed quarterly retention, upsell, and satisfaction targets.
- Identify churn risks early, implement solutions fast, and turn client wins into referrals.
- Analyze engagement data to guide strategic decisions that increase lifetime value.
- Establish and track KPIs that make performance visible and actionable.
- Build dashboards, reports, and feedback loops for executive insight.
- Continuously refine systems to scale client management without sacrificing quality.
Requirements
- 5+ years in Customer Experience, Client Success, or Fulfillment at the Director level.
- Direct experience leading teams of 40+, including middle management, CSMs, and support staff.
- Proven track record of driving retention, upsells, and client satisfaction targets.
- Executive presence and steady judgment, especially in high stakes client situations.
- Leadership style that meshes with a vibrant, collaborative, high energy team.
- Thrives in a fast paced, dynamic environment bringing clarity, adaptability, and confident communication to every challenge.
Benefits
- A culture that values systems, excellence, and ownership
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client managementKPI trackingdata analysisSOP developmentSLA managementdashboard creationreportingprogram improvementengagement strategiesretention strategies
Soft skills
leadershipmentoringcommunicationempathyjudgmentcollaborationadaptabilityclaritycoachingproblem-solving
