Director of Customer Success

Develop strategies and processes that ensure customer satisfaction through all phases of the customer lifecycle, facilitating long-term relationships and promoting retention. Monitor and improve training and onboarding processes to ensure smooth product adoption, while continuously refining materials based on customer feedback. Build and lead a team of customer advocates, establishing clear goals, standards, and accountability for the customer success function. Establish collaborative relationships with sales, product development, and other customer-facing functions to represent the voice of the customer in cross-departmental planning. Create functional strategies, budgets, policies, and procedures to support the customer success infrastructure, and monitor customer health metrics and key performance indicators to report outcomes to senior management.