Director, Customer Success Management

7 days ago

Phoenix, United States Kryterion Inc Full time
Job DescriptionJob DescriptionSalary:

Position Overview:

Kryterion is seeking a dynamic and strategic Director of Customer Success to lead and elevate our customer success initiatives. In this pivotal role, you will be responsible for driving client retention, satisfaction, and growth by serving as the key escalation point for enterprise clients while overseeing a high-performing team of Customer Success Managers (CSMs).

Working closely with the Chief Customer Success Officer (CCSO), you will set and execute strategic goals to optimize our client relationships, ensuring seamless service delivery and the ongoing success of our certification clients. This is a leadership role where you will influence both internal teams and client outcomes, playing a critical part in the continued growth of Kryterion’s global customer base.

Key Responsibilities:

  • Leadership & Team Management:
    Lead, mentor, and inspire a subset of the CSM team, particularly those managing enterprise and high-potential clients. Provide guidance on goal setting, performance management, and professional development to ensure your team delivers world-class customer success outcomes.
  • Strategic Client Management:
    Partner with the CCSO to establish and execute objectives that align with Kryterion’s growth strategy. Represent the voice of the customer at the executive level and champion client needs across the company.
  • Client Retention & Growth:
    Implement innovative strategies to retain and expand our enterprise and high-potential clients, ensuring the delivery of value-added services. Identify and capitalize on upsell opportunities, driving additional revenue while ensuring client satisfaction.
  • Relationship Building & Escalation Management:
    Build and nurture strong relationships with key client stakeholders. Serve as the principal escalation point for assigned clients and a secondary contact for all Kryterion clients, ensuring swift resolution of issues and continuous improvement.
  • Service Excellence:
    Collaborate with cross-functional teams to ensure that services are delivered efficiently and meet client expectations. Conduct Executive Business Reviews, manage project kickoffs, and ensure timely delivery of all client-facing initiatives.
  • Contract & Billing Oversight:
    Review and manage client contracts to ensure accuracy in billing and compliance with service delivery agreements. Partner with the Accounting and Finance teams to resolve discrepancies and communicate updates to clients as needed.
  • Client-Centric Innovation:
    Identify opportunities for product enhancements based on client feedback and market demands. Actively contribute to process improvement initiatives and collaborate with internal teams to enhance service offerings.
  • Cross-Functional Collaboration:
    Work closely with teams across engineering, product management, finance, and test delivery services to resolve escalated client issues and improve operational processes.

Qualifications:

Education:

  • Bachelor’s degree in a relevant field preferred, or equivalent combination of education and experience (8+ years required).
  • Master’s degree is a plus.
  • PMP certification is a plus.

Experience/Skills:

  • 10+ years of experience in Project Management, Consulting, or Customer Success Management.
  • 8+ years of client-facing account management experience, with a strong technical understanding.
  • Proven success in managing and growing enterprise client relationships.
  • Experience in the testing or certification industry is highly preferred.
  • Expertise with web-based software and hosted applications.
  • Strong proficiency in Microsoft Excel, Word, Project, and Outlook.
  • Experience with Salesforce, Zendesk, or similar customer management platforms.
  • Demonstrated success in leading and developing high-performing teams.
  • Exceptional communication, negotiation, and conflict resolution skills.
  • Strong business acumen with the ability to translate client needs into actionable outcomes.
  • Ability to manage multiple priorities in a fast-paced, results-driven environment.

Why Join Kryterion?

At Kryterion, we are driven by a shared mission to help our clients achieve success through innovative, secure, and scalable certification solutions. As part of our team, you will have the opportunity to lead impactful initiatives, work with diverse clients, and be a key contributor to our company’s growth. We are committed to fostering a culture of collaboration, continuous improvement, and empowerment, where your ideas and leadership will help shape the future of our customer success function.

Kryterion Core Values:

  • We own it.
  • We are one team.
  • We listen and learn from each other.
  • We face challenges with optimism.
  • We continuously improve.
  • We build trust.
  • We help our customers succeed.

If you are a strategic leader with a passion for delivering exceptional client experiences and a desire to be part of a forward-thinking, innovative company, we encourage you to apply.


remote work

  • Director Of Customer Success

    1 week ago

    Phoenix, United States Virtuous Full time

    Job DescriptionJob DescriptionAbout UsVirtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.Our talented team is driven to disrupt the status...

  • Director Of Customer Success

    3 weeks ago

    Phoenix, United States Virtuous Full time

    About Us Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving. Our talented team is driven to disrupt the status quo in the nonprofit sector....

  • Director of Customer Success

    3 weeks ago

    Phoenix, United States IronRod Health Full time

    Description: IronRod Health is a leading innovator and pioneering force in the healthcare industry, specializing in tech-driven solutions that enhance patient care and operational efficiency. At the forefront of the remote diagnostics revolution, our offerings span from advanced cardiac device monitoring and cutting-edge technology solutions that support...

  • Customer Success Manager

    4 days ago

    Phoenix, United States 3Shape Full time

    FLSA Status: ExemptCategory:Regular, full-time At 3Shape, we are pioneers in digital dentistry, dedicated to transforming the dental industry with innovative solutions that improve patient care and streamline dental workflows. Our cutting-edge technology empowers dental professionals to provide superior care and enhance patient outcomes. We are committed to...

  • Customer Success Manager

    1 month ago

    Phoenix, United States FreePower Full time

    About Us: FreePower is a fast-moving tech company specializing in industry-leading wireless charging technology. We're seeking a strong Customer Success Manager to support our high-growth sales organization. Our product, FreePower for Countertop (www.freepower.io) was just named Best in Show at KBIS - one of the most coveted awards in the industry amongst...

  • Customer Success Manager

    2 weeks ago

    Phoenix, United States Cato Networks Full time

    Job DescriptionJob DescriptionWelcome to the future of cloud networking and security! Cato Networks is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud. Cato's unique technology inspired a brand-new product category, later named "SASE" by Gartner. Cato is the brainchild of...

  • Customer Success Manager

    2 weeks ago

    Phoenix, Arizona, United States Nikola Corporation Full time

    OverviewAt Nikola Corporation, we are dedicated to fostering a sustainable future through innovative transportation solutions. As a passionate advocate for zero-emissions technology, you will play a crucial role in shaping our customer experience. We believe in collaboration and the power of teamwork to achieve our goals. If you thrive in a dynamic...

  • Customer Success Manager

    1 week ago

    Phoenix, Arizona, United States Vix Technology Full time

    Job DescriptionJob Title: Customer Success ManagerCompany: Vix TechnologyJob Type: Full-timeLocation: Remote (with occasional travel)About Us: Vix Technology is a leading provider of innovative solutions for the public transit industry. We are committed to creating a diverse and inclusive work environment where everyone feels valued and empowered to...

  • Customer Success Manager

    3 months ago

    Phoenix, United States Konica Minolta Business Solutions Full time

    Overview: Reporting to the National Manager Customer Success, the Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes the ability to...

  • Customer Success Manager

    2 weeks ago

    Phoenix, Arizona, United States Swift Transportation Full time

    Compensation Range: $23-$25What We Provide:Competitive starting salary based on experience and geographic location.Potential bonus incentives tied to company performance.Opportunities for community engagement and volunteerism.Comprehensive Benefits Package including: 401(K)Medical, Dental, Vision, Disability, Supplemental, and Life InsurancePaid Time...

  • Customer Service Representative

    4 weeks ago

    Phoenix, United States Customer Labs Full time

    Would you like to play a key role in supporting TrackMan's Support Team and our customers? Are you motivated, self-driven and willing to go the extra mile? Then you should join our successful TrackMan Support team! As a Tier 1 customer support technician, you will be providing an exceptional customer experience, interfacing with multiple internal and...

  • Enterprise Customer Success Manager

    11 hours ago

    Phoenix, United States Virtuous Full time

    About Us Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving. Our talented team is driven to disrupt the status quo in the nonprofit sector....

  • Customer Success Account Manager

    3 weeks ago

    Phoenix, United States Renren Full time

    We are on the lookout for a Customer Success Account Manager to join our growing team!Who are we?Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer...

  • Customer Success Account Manager

    1 month ago

    Phoenix, United States Renren Full time

    We are on the lookout for a Customer Success Account Manager to join our growing team!Who are we? Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer...

  • Customer Success Manager

    1 month ago

    Phoenix, United States Connection Full time

    Overview: What We Do We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support...

  • Senior Customer Success Manager, the Americas

    1 month ago

    Phoenix, United States Horizons Full time

    Job DescriptionJob DescriptionAbout HorizonsAt Horizons, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.If you're interested in adding to our vision of enabling people to work in...

  • Customer Success Analyst

    4 weeks ago

    Phoenix, United States American Express Global Business Travel Full time

    Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Ready to explore a career path? Start your journey. The Neo1 team is a “full...

  • Project Director

    3 months ago

    Phoenix, United States Restoration Management Full time

    Job DescriptionJob DescriptionThis position includes PTO, paid holiday, medical, dental, vision, EAP (Employee Assistance Program), life insurance, 401K matching, company vehicle, gas card & variable commission plan. Job SummaryProject Directors are responsible for simultaneously managing and directing multiple claims/jobs. Direct lead technicians and...

  • Customer Success Manager

    1 week ago

    Phoenix, Arizona, United States FreePower Full time

    Customer Success ManagerWe are seeking a highly motivated and experienced Customer Success Manager to join our team at FreePower, a leading provider of industry-leading wireless charging technology. As a key member of our high-growth sales organization, you will play a critical role in driving the growth of our groundbreaking products.Key...

  • Enterprise Customer Success Account Manager

    1 month ago

    Phoenix, United States 7SIGNAL Full time

    Job DescriptionJob DescriptionAbout the job As an Enterprise Customer Success Account Manager, you are the delivery leader in our account team and a strategic partner to our customers. You are responsible for delivering customer value and enabling transformational customer outcomes. Key ResponsibilitiesBuild and Manage Relationships:Own overall customer...