Design Systems Director
Eventbrite
Director of Customer Success
D-Fend Solutions
full-time
Posted on:
Location Type: Office
Location: Washington, D.C. • District of Columbia, Washington • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Architect and execute a unified Customer Success strategy across the companys product and service portfolio to drive adoption, retention, and growth
- Act as the definitive "Voice of the Customer" (VoC) and synthesize customer insights to inform executive strategy and product roadmaps
- Establish a Center of Excellence (CoE) for customer engagement and standardize core playbooks (onboarding, QBRs, health scoring) while allowing product-specific nuances
- Lead, mentor, and scale a high-performing team of Program Managers, technical field support, training, and customer success operations
- Oversee development of training and enablement programs to manage high cognitive load and ensure team expertise
- Champion cross-functional alignment across product, sales, support, and marketing to break down internal silos
- Collaborate with Product teams to consolidate customer feedback and prioritize integration improvements
- Establish SLAs and communication channels with Support and Engineering to mitigate internal friction and improve the support experience for customers
Requirements
- 8-10+ years of experience in Customer Success, Account/Program Management, Professional Services or a related field
- At least 5+ years in a leadership role
- Proven experience managing a CS function in a complex, multi-product, or multi-disciplinary company
- Strong technical background in RF and Networking in a multi-disciplinary company (HW & SW)
- Demonstrated track record of managing and scaling teams (hiring, training, performance management)
- Strong commercial acumen; experience owning/influencing ARR, churn, and customer satisfaction metrics
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementProgram ManagementProfessional ServicesRFNetworkingTraining DevelopmentPerformance ManagementCustomer Satisfaction MetricsARR
Soft skills
LeadershipMentoringCross-functional CollaborationCommunicationStrategic ThinkingTeam ScalingCustomer Insights SynthesisProblem SolvingCommercial AcumenInternal Alignment
