Director, Customer Success
On-site · Texas, United States
Job Summary
Director of Customer Success leads strategic execution of customer success initiatives, overseeing a team of CSMs and CSAs, ensuring customer satisfaction, driving adoption and growth, coordinating cross-functional efforts, analyzing metrics, maintaining Salesforce records, and delivering customer insights to influence product and business strategy. Emphasizes leadership, cross-functional collaboration, stakeholder engagement, and development of customer advocates, with a focus on regular business reviews and opportunities for upsell/cross-sell within GovOS customer base.
Required Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field (preferred)
- Minimum of 5 years of experience directly supporting customers in a Customer Success or similar role
- Minimum of 4 years of leadership experience managing customer-facing teams or customer success functions
- Proven experience working cross-functionally with product, sales, and support teams
- Demonstrated success in building and maintaining strong customer relationships
- Strong interpersonal, communication, and leadership skills
- Proficiency with CRM systems, particularly Salesforce
- Ability to effectively manage and maintain customer data
- Strong analytical and problem-solving skills
- Ability to make data-driven decisions using customer metrics and trends
- Skilled in customer relationship management and stakeholder engagement
- Ability to collaborate effectively across departments and functions
- Strong conflict resolution and issue escalation management capabilities
- Ability to mentor, coach, and develop team members
- Strategic thinking and customer-centric mindset
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