Director of Customer Success
Align Technology
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
AzureCloudCyber Security
About the role
- Directly manage the Client Success Management (CSM) team, ensuring consistent execution of Align’s high-touch service model across all assigned clients
- Establish and enforce a regular client engagement cadence, including scheduled check-ins, service reviews, and executive-level touchpoints
- Ensure proactive, ongoing communication with clients, keeping them informed of service performance, initiatives, risks, and opportunities
- Hold the CSM team accountable for delivering a white-glove client experience, maintaining strong relationships and high satisfaction levels
- Design, implement, and oversee management-approved performance scorecards for the CSM team, holding the team accountable to defined KPIs, outcomes, and service standards while driving consistency and continuous improvement
- Oversee the execution of project plans across cross-functional internal delivery teams to ensure timelines, scope, and quality standards are met
- Partner with Finance and internal leadership to proactively address billing issues and reduce outstanding receivables
- Taking an entrepreneurial approach to innovate and enable faster delivery of solutions
- Create and maintain documentation packages, securing client and internal sign-offs as required
- Managing the change order process including billing inquiries
- Work closely with Service Delivery, Projects, and Operations teams to ensure a seamless transition from new infrastructure implementations to business-as-usual delivery of products and services
Requirements
- Bachelor’s degree required; advanced degree a plus
- 7–10+ years of experience in a client-facing role within Managed Services, Cybersecurity, Technology Consulting, or IT Services, preferably supporting financial services firms
- Demonstrated success managing complex, high-touch client relationships and executive stakeholders
- Strong understanding of IT infrastructure, cloud services (Microsoft Azure), cybersecurity, and managed services delivery models
- Experience leading or scaling customer success, account management, or service delivery teams
Benefits
- dynamic workplace
- opportunities to train in leading technologies
- impact within the industry
- acquire valuable new skills
- exceptional client experience
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client engagementperformance scorecardsKPI managementproject managementdocumentation managementchange order processbilling managementservice deliverycustomer success managementaccount management
Soft skills
leadershipcommunicationrelationship managementproblem-solvinginnovationaccountabilitycollaborationproactive engagementorganizational skillscustomer satisfaction focus