Director of Customer Success

5 days ago

Jacksonville, Florida, United States Aura Song Gifts Full time $120,000 - $150,000 per year

Key Responsibilities

  • Develop and execute the overall customer success strategy to drive retention, expansion, and advocacy.
  • Lead, mentor, and scale a team of Customer Success Managers and Specialists.
  • Build and maintain strong, long-term relationships with key customer stakeholders, ensuring alignment with their business goals.
  • Define and track customer success metrics (NPS, retention rates, churn, expansion revenue).
  • Partner with Sales to ensure smooth customer onboarding and handover from pre-sales to post-sales.
  • Collaborate with Product and Engineering teams to provide customer insights and influence product roadmap decisions.
  • Implement scalable processes, tools, and playbooks to ensure consistent customer experiences.
  • Act as the voice of the customer within the organization, driving initiatives that improve customer satisfaction and loyalty.
  • Manage customer escalations and develop proactive strategies to mitigate risks.
  • Develop customer success programs such as onboarding, training, business reviews, and advocacy initiatives.

Qualifications

  • Bachelor's degree in Business, Marketing, or related field; MBA preferred.
  • 8+ years of experience in Customer Success, Account Management, or related roles, with at least 3+ years in a leadership position.
  • Strong track record of managing customer success teams in SaaS, technology, or service-based industries.
  • Excellent leadership, communication, and interpersonal skills.
  • Data-driven mindset with experience analyzing customer health metrics and KPIs.
  • Proven ability to build relationships with C-level executives and influence stakeholders.
  • Strong problem-solving, strategic thinking, and conflict resolution skills.
  • Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).

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