Customer Success Strategy Director

3 days ago

Des Plaines, Illinois, United States Sterling Labs Full time

About Sterling Labs

Located in the Greater Chicago Area, Sterling Labs is a growing organization at the forefront of environmental and specialty testing services across the United States. Our mission is to preserve the planet to protect the future.

Job Overview

We are seeking a strategic thinker with strong leadership skills, exceptional communication abilities, and a deep understanding of customer experience and relationship management to join our team as the Director of Customer Success. In this role, you will lead and mentor our dedicated team of Project Managers, ensuring that our customers receive responsive, high-quality support and accurate, on-time results.

Key Responsibilities

  • Customer Success Strategy
    • Develop and execute a comprehensive customer success strategy that aligns with the company's overall business goals.
  • Team Leadership & Development
    • Lead, mentor, and manage the front-line Customer Success team of Project Managers, fostering a culture of excellence, collaboration, and client-centricity.
    • Serve as the first-level coach and director for the Project Managers to ensure that clients receive reliable, on-time, and accurate service.
    • Oversee the hiring, training, and development of team members, ensuring they provide the highest quality of service as the faces and voices of Sterling Labs.
  • Customer Relationship Management
    • Interact with clients and build strong relationships to ensure their needs are met.
    • Cultivate and maintain long-term relationships with key accounts, acting as an executive sponsor for the most strategic customers.
    • Address and resolve escalated client issues with speed and urgency, orchestrating resources across the company as necessary.
  • Customer Retention & Growth
    • Proactively monitor customer health metrics to drive engagement, anticipate problems, ensure renewals, and uncover upsell/cross-sell opportunities.
    • Analyze customer data, feedback, and trends to identify areas for improvement and implement proactive retention initiatives.
  • Process Optimization
    • Create and manage client service protocols, ensuring each Project Manager is accountable and making adjustments as needed.
    • Refine and optimize customer onboarding, training, and engagement processes to ensure a seamless and positive customer experience.
    • Work closely with Sales, Lab Operations, and other departments to create a continuous feedback loop for internal alignment around customer needs.
  • Metrics & KPIs
    • Define and track critical customer success metrics, including client response times, communication channel engagement, customer satisfaction, retention rates, and revenue performance.
    • Regularly report performance to the executive team and identify areas for improvement.

About You

We seek a seasoned professional with 5+ years of experience in customer success, account management, or a related field, including 3+ years in leadership. As the ideal candidate, you possess:

  • Strong analytical skills to use customer data and metrics for decision-making.
  • Excellent communication and presentation skills to engage and influence stakeholders.
  • A proven track record of leading and mentoring teams, fostering a culture of excellence, collaboration, and client-centricity.
  • Familiarity with customer service and communication software (e.g., Salesforce, HubSpot).
  • The ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.

What We Offer

As a valued member of our team, you can expect a competitive salary ranging from $120,000 to $160,000 per year, depending on your experience and qualifications, plus additional benefits such as health insurance, retirement plan, and paid time off.

How to Apply

If you are a motivated and results-driven individual with a passion for customer success, please submit your application, including your resume and a cover letter, to take your career to the next level.

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