The Director of Customer Success will play a pivotal role in driving customer satisfaction, streamlining project workflows, and establishing & monitoring seamless communication across teams. This leader will focus on enhancing the customer experience, implementing scalable processes, and driving cross-departmental collaboration to achieve operational excellence and long-term client retention.
Responsibilities:
Process Optimization
Analyze and refine workflows for project management, customer service and digital signage to enhance efficiency and team productivity.
Collaborate with cross-functional teams to align operational processes with customer experience goals.
Establish standardized internal and customer-facing communication and reporting.
Lead the implementation of tools and technologies to streamline operations.
Customer Experience Enhancement
Map the end-to-end customer journey to identify pain points and design strategies for improvement.
Develop and execute consistent communication processes and internal/external feedback loops.
Monitor and report on customer satisfaction metrics, including NPS and retention rates.
Leadership & Team Development
Mentor and manage departmental leaders in project management and customer service.
Create and execute training programs to build team skills and adherence to best practices.
Conduct regular performance reviews and develop career progression plans for team members.
Strategic Initiatives
Establish a Customer Excellence Committee to foster collaboration and accountability across departments.
Develop and roll out a tiered SLA program, defining support offerings, response times, and escalation paths.
Curate new customer onboarding plan, including a playbook that clearly outlines roles, responsibilities and timelines for each department
Partner with leadership to evaluate and adjust long-term staffing and resource strategies.
Reporting & Metrics
Define and monitor KPIs for project delivery, customer satisfaction, and process efficiencies.
Provide actionable, data-based insights and recommendations to leadership based on workflow analysis, metrics and customer/employee feedback.
Host project post-mortem reviews and create internal and external feedback loops.
Qualifications:
Bachelor's degree in business administration, operations, or a related field.
5+ years proven experience in a leadership role focusing on customer success, project management, or operations.
Strong analytical skills with the ability to assess workflows and implement data-based improvements.
Excellent communication and interpersonal skills for collaboration across teams and with customers.
Experience with customer satisfaction metrics, reporting tools, and project management platforms (e.g., Q360).
Demonstrated ability to lead and manage cross-functional teams effectively.