Director, Customer Success

American Society of Crime Laboratory Directors (ASCLD)

Director of Customer Success managing post-sale customer lifecycle to enhance value and retention. Leading a high-performing team focused on strategic engagement and customer growth.

Posted 5/28/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

The Director of Customer Success leads the post-sale customer lifecycle across all customer segments, ensuring customers realize measurable value, adopt solutions effectively, and renew and expand over time.
This role is accountable for building and scaling a high-performing Customer Success organization operating under a “One Account, One Owner” model, with clear ownership of customer outcomes across Strategic, Enterprise, State, and Transactional accounts.
The Director defines how Customer Success operates—establishing engagement models, operating cadence, and cross-functional alignment—while ensuring consistent execution across the core pillars of Strategic Engagement, Adoption, Expansion, and Retention.
The role partners closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a seamless and scalable customer experience.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Communications, or a related field.
10+ years of experience in Customer Success, Account Management, or related SaaS roles.
5+ years of experience leading teams and developing people leaders.
Proven experience owning retention, renewals, and customer growth metrics at scale.
Strong understanding of Customer Success operating models, including segmentation and scaled engagement strategies.
Experience building and standardizing processes, playbooks, and performance frameworks.
Strong data orientation, with the ability to translate insights into action and measurable outcomes.
Exceptional collaboration and leadership skills, with the ability to align cross-functional teams.
Excellent communication and executive presence, with experience engaging senior stakeholders.
Ability to operate effectively in complex, high-accountability environments.
Experience in public sector, GovTech, or public safety SaaS environments preferred.

Benefits

Comp & perks

Competitive salary
Flexible working hours
Professional development budget
Home office setup allowance
Global team events

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SuccessAccount ManagementSaaSRetention metricsRenewals metricsCustomer growth metricsEngagement strategiesProcess standardizationPerformance frameworksData analysis

Soft Skills

LeadershipCollaborationCommunicationExecutive presenceCross-functional alignmentTeam developmentCustomer engagementProblem-solvingAdaptabilityStakeholder management

Certifications

Bachelor’s degree in Business AdministrationBachelor’s degree in Communications