Director of Customer Success

2 days ago

McLean Virginia United States LaBine and Associates Full time $60,000 - $120,000 per year

We are seeking a visionary and strategic Director of Customer Success to lead our Customer Success organization in McLean, Virginia.

In this critical leadership role, you will be responsible for architecting and executing a unified strategy that ensures our diverse customer base achieves maximum value from our entire suite of products and services.

Your primary mission is to transform the customer experience from a series of individual product interactions into a seamless, high-value strategic partnership, ultimately driving adoption, retention, and growth across the entire portfolio.

Key Responsibilities:

  • Act as the definitive "Voice of the Customer" (VoC), synthesizing insights from across the portfolio to inform executive strategy, product roadmaps, and service offerings.
  • Establish a "Center of Excellence" (CoE) for customer engagement, standardizing core playbooks (e.g., onboarding, QBRs, health scoring) while allowing for product-specific nuances.
  • Lead, mentor, and scale a high-performing team of Program Managers, Technical field support team, Training and customer success operations.
  • Oversee the development of robust training and enablement programs to manage the high cognitive load and ensure deep expertise across the team.
  • Champion cross-functional alignment to break down internal silos between product, sales, support, and marketing teams.
  • Collaborate with Product teams to provide consolidated customer feedback that prioritizes integration improvements and addresses key pain points.
  • Establish clear SLAs and communication channels with Support and Engineering to mitigate internal friction and create a seamless support experience for the customer.

Required Qualifications & Experience Includes:

  • 8-10+ years of experience in Customer Success, Account/Program Management, Professional Services or a related field, with at least 5+ years in a leadership role.
  • Proven experience managing a Customer Success function in a complex, multi-product, or multi-disciplinary company is essential.
  • Strong technical background in RF and Networking in a multi-disciplinary company (HW & SW).
  • Demonstrated track record of successfully managing and scaling a team, including hiring, training, and performance management.
  • Strong commercial acumen with a history of owning and influencing key metrics like ARR, churn, and customer satisfaction.

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