Director of Customer Success

1 week 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

  • Director of Customer Success

    1 week 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...

  • Director of Customer Success

    1 week 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...

  • Strategic Financial Services Director

    4 days ago

    Orlando, Florida, United States Empower Full time

    At Empower, we are committed to empowering our people and customers with the freedom to transform their financial lives. Our flexible work environment and fluid career paths encourage internal mobility, purpose, well-being, and work-life balance.We seek a Senior Director, Workplace Financial Planning and Executive Financial Services who will drive...

  • Senior Director of Tax

    1 month ago

    Orlando, United States Creative Financial Staffing Full time

    Senior Director of Tax - Succession to VP HYBRID - RELOCATION AVAILABLE Base salary starting at $200,000 + bonus About the Senior Director of Tax opportunityOur client is a large recognized brand in their industry looking for a strong tax leader with international tax and income tax provisions with C-corps experience. The ideal candidate will enjoy...

  • Customer Success Manager

    1 month ago

    orlando, United States Lumen Resources Full time

    As the Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our valued clients. You will work with a team of Customer Success Managers and collaborate closely with cross-functional teams to drive customer adoption, retention, and expansion. Your primary focus will be on building strong relationships with key...

  • Customer Success Manager

    1 month ago

    orlando, United States Lumen Resources Full time

    As the Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our valued clients. You will work with a team of Customer Success Managers and collaborate closely with cross-functional teams to drive customer adoption, retention, and expansion. Your primary focus will be on building strong relationships with key...

  • Customer Success Manager

    5 months ago

    Orlando, United States Lumen Resources Full time

    As the Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our valued clients. You will work with a team of Customer Success Managers and collaborate closely with cross-functional teams to drive customer adoption, retention, and expansion. Your primary focus will be on building strong relationships with key...

  • Customer Success Manager

    1 month ago

    Orlando, United States Lumen Resources Full time

    As the Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our valued clients. You will work with a team of Customer Success Managers and collaborate closely with cross-functional teams to drive customer adoption, retention, and expansion. Your primary focus will be on building strong relationships with key...

  • Customer Success Manager

    5 months ago

    Orlando, United States Lumen Resources Full time

    As the Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our valued clients. You will work with a team of Customer Success Managers and collaborate closely with cross-functional teams to drive customer adoption, retention, and expansion. Your primary focus will be on building strong relationships with key...

  • Customer Operations Director

    1 month ago

    Orlando, Florida, United States Finexio Full time

    Job OverviewFinexio is a leading provider of AP Payments as a Service, offering a cutting-edge embedded payments approach for business-to-business payments. Our goal is to simplify the way businesses process and receive B2B payments by integrating electronic payments and cash flow improvement solutions directly into customers' accounts payable and...

  • Customer Success Consultant

    4 weeks ago

    Orlando, Florida, United States Frontline Performance Group Full time

    About the RoleThe Frontline Performance Group is seeking a highly skilled Customer Success Consultant to join our dynamic team. As a key member of our organization, you will be responsible for ensuring the successful activation and ongoing maintenance of our clients' programs.Key ResponsibilitiesLead and facilitate the customer activation process, ensuring a...

  • Senior Customer Success Manager

    1 month ago

    Orlando, Florida, United States McGaw Full time

    Job Title: Senior Customer Success ManagerWe are seeking a highly skilled Senior Customer Success Manager to join our team at McGaw. This role requires experience in SaaS, working in a sales capacity in Customer Success, and marketing/analyst experience building, managing, and analyzing UTM data in Google Analytics or any other analytics tool.Key...

  • Customer Success Account Manager

    3 months ago

    Orlando, United States US Health Services Full time

    A Company Committed to Your Success Nowhere else in America will you find a better opportunity to enjoy personal satisfaction and professional achievement... because nowhere else in America will you find a company that is more committed to your success than USHA. You will work directly with Americas self-employed, small business owners and individuals to...

  • Customer Success Manager

    4 weeks ago

    Orlando, Florida, United States Lumen Resources Full time

    As a key member of our team at Lumen Resources, you will play a vital role in ensuring the success and satisfaction of our valued clients. Your primary focus will be on building strong relationships with key stakeholders, understanding their business goals, and guiding them to maximize the value of our SaaS platform.Responsibilities:Collaborate with Sales,...

  • Creative Financial Staffing | Senior Director of Tax

    2 days ago

    orlando, United States Creative Financial Staffing Full time

    Senior Director of Tax - Succession to VP HYBRID - RELOCATION AVAILABLE Base salary starting at $200,000 +bonus About the Senior Director of Tax opportunityOur client is a large recognized brand in their industry looking for a strong tax leader with international tax and income tax provisions with C-corps experience. The ideal candidate will enjoy...

  • Academic Success Coach, Senior

    4 weeks ago

    Orlando, Florida, United States University of Central Florida Full time

    Student Success and Strategic Initiatives: The Division of Student Success and Well-Being at the University of Central Florida creates opportunities for undergraduate students to thrive by providing a system of support to foster academic success, retention, and timely degree attainment. Driven by equitable outcomes for all students, innovation, and...

  • Customer Success Manager

    2 weeks ago

    Orlando, FL, United States Lumen Resources Full time

    As the Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our valued clients. You will work with a team of Customer Success Managers and collaborate closely with cross-functional teams to drive customer adoption, retention, and expansion. Your primary focus will be on building strong relationships with key...

  • Diagnostic Radiology Physician

    3 weeks ago

    Orlando, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is seeking Board-Certified Diagnostic Radiology Physicians specializing in either body imaging, MSK Radiology, or Neuroradiology to provide on-site services at the Orlando VA Healthcare System. The ideal candidate will have a strong commitment to delivering exceptional patient care and contribute to the mission of serving...

  • Delivery Director

    4 weeks ago

    Orlando, Florida, United States Insight Global Full time

    Job Title: Delivery DirectorAbout the Role:The Delivery Director plays a pivotal role in driving cross-functional teams to deliver incremental value. This multifaceted position encompasses Scrum Master responsibilities, collaboration with Product Owners and Stakeholders for Product Discovery, and defining a Minimum Viable Product (MVP). Additionally, the...

  • Restaurant Line Cook

    2 months ago

    Orlando, United States Customer Driven Staffing - Florida Full time

    Job DescriptionJob DescriptionHIRING A RESTAURANT LINE COOK – A LA CARTE STREGHT IN  Lake Nona, FL - MORNING SHIFT 6AM-2PM CD Staffing is a privately owned Professional & Hospitality staffing firm with office locations in Florida, North Carolina, and Tennessee. We have immediate full-time openings for Lake Nona, FL. The Payrate will be DOE between $15-18...