Director of Customer Success

2 weeks ago

Orlando, United States Lumen Resources Full time

Director of Customer Success who will play a critical role in driving customer outcomes and growth by fostering long-term relationships and ensuring clients achieve maximum value.


Location: Orlando, FL (Hybrid - 3 days onsite, 2 days remote)


Responsibilities:

  • Develop and execute customer success strategies that enhance client satisfaction, retention, and expansion.
  • Oversee a team of Customer Success Managers (CSMs), providing mentorship, setting performance goals, and supporting their professional growth.
  • Collaborate with Sales, Product, and Support teams to create seamless handoffs, track client progress, and improve the customer journey.
  • Establish KPIs and monitor metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Health Scores to identify risks and opportunities proactively.
  • Implement scalable processes and best practices for onboarding, training, and ongoing account management.
  • Regularly engage with key customers, conducting Quarterly Business Reviews (QBRs) and gathering feedback to drive continuous improvement.
  • Drive product adoption through targeted initiatives, training, and support to ensure customers fully leverage the value of our platform.
  • Own and improve client feedback loops to align product development with customer needs, advocating for feature requests and bug fixes where needed.
  • Identify upsell and expansion opportunities within existing accounts and partner with Sales to achieve revenue goals.
  • Foster a customer-centric culture within the team and throughout the organization.


Requirements:

  • 6+ years of experience in Customer Success managing teams
  • Proven experience leading a high-performing customer success team, with a strong record of achieving retention and expansion goals.
  • Strong interpersonal skills with the ability to manage relationships at all levels, including executive stakeholders.
  • Excellent communication and presentation skills with a proven ability to conduct effective QBRs and product demos.
  • Hands-on experience with Jira and proficiency in analyzing data to drive decisions.
  • Strategic thinker with a proactive approach to problem-solving and a commitment to continuous improvement.



Lumen Resources:


At Lumen Resources, you will partner with trained recruiters who will guide you through discovering a brighter future. Our recruiters are concise and efficient in all interactions, hold exceptional communication, and will support resume writing and interview preparation, so you can land any position you want


If this role doesn’t align with what you are looking for, we have a host of clients with roles that could be a match. Feel free to reach out to connect with one of our team members at info@lumenresources.com


Lumen Resources is an Equal Opportunity Employer


Don't hesitate to get in touch with our team for more information

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