Director of Retention, CRM
D.LUXURY BRANDS
Director of Customer Success
Fitt City
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead and develop a team of Technical Success Engineers and a Customer Support Specialists
- Ensure SLAs are met for support tickets and implementations
- Serve as the escalation point for complex or sensitive client issues
- Establish and refine processes for onboarding, support ops, and integration testing
- Track and report on support metrics (ticket volume, resolution time, CSAT, etc.)
- Partner with Account Management / CSMs on proactive client health and satisfaction
- Monitor customer support channels and identify trends and areas for improvement
- Develop and implement training programs to enhance support specialist knowledge and skills
- Collaborate with Product and Engineering to share client feedback and advocate for customer needs
- Build and document playbooks to make support scalable and repeatable while maintaining consistent, high quality
- Hire and onboard new team members as the team expands
Requirements
- 5+ years in customer success, support, or technical account management, including 1-2 years in a management role and 1-2 years in a startup environment
- Proven leadership and people management skills: you’ve coached, motivated, and grown high-performing teams
- Experience with technical SaaS products (APIs, integrations, event tracking). Comfortable digging into setups, debugging issues, and guiding clients through solutions
- Commitment to operational excellence: you hold a high bar for quality, strive for perfection in delivery, and continuously refine how the team works
- Growth mindset: you like building processes, systems, and dashboards that improve our delivery of support and scale
- Strong communicator and problem-solver, able to translate between technical and non-technical audiences
- Proficiency with support tools (Zendesk, Intercom, HubSpot, or similar) and ease working in ticket queues
- Deep empathy for customers and a track record of driving satisfaction and retention
- Highly organized, detail-oriented, and skilled at bringing structure to fast-moving environments
- Resourceful and independent: you take initiative to fix what’s broken and improve what’s working
- Familiarity with or willingness to quickly learn the privacy and regulatory landscape (HIPAA, CCPA, etc.)
- Hands-on experience with Google Tag Manager (custom tags and triggers), GA4, server-side event tracking, and attribution in ad platforms
- Background in healthcare, healthcare marketing, or marketing tech
Benefits
- 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successtechnical account managementSaaS productsAPIsintegrationsevent trackingGoogle Tag ManagerGA4server-side event trackingattribution
Soft skills
leadershippeople managementcommunicationproblem-solvingorganizational skillsdetail-orientedresourcefulnessinitiativegrowth mindsetempathy
