The Director of Customer Success is responsible for leading a high-performing team to drive customer satisfaction, retention, and expansion. This role oversees the end-to-end implementation, onboarding, and launch process, including services for creative design work to ensure customers receive a seamless and impactful brand experience. Additionally, this role requires direct account management for key customers, ensuring a personalized and strategic approach to long-term customer success.
A critical part of this role includes capacity planning and scheduling of creative resources to align with customer launch timelines and ongoing design needs. The Director will work cross-functionally with Sales, Product, Creative, and Support teams to drive customer success, maximize adoption, and help customers achieve their business objectives.
Oversee the full customer onboarding, implementation, and launch process, ensuring customers successfully integrate and adopt our solutions
Develop and manage a structured launch framework that includes creative design services (branding, visual assets, marketing collateral, or UI/UX elements) as part of the onboarding journey
Partner with the Creative & Design teams to deliver high-quality design assets that align with customer needs and prioritize projects and balance workloads across design teams
Ensure seamless collaboration between Customer Engagement Managers, creative designers, and customer stakeholders to meet deadlines and quality standards
Establish best practices and scalable workflows for integrating creative design services into customer implementations
Partner with Sales to ensure smooth customer transitions, renewals, and upsell/cross-sell opportunities
Utilize CRM (Salesforce) to track engagement and success metrics
Implement tracking systems and tools to monitor resource utilization and optimize project timelines
Ensure that customer-facing deadlines are met without overloading internal design resources
Customer Success Management
Develop and execute customer success strategies to drive engagement, retention, and satisfaction
Define and track KPIs for customer success, such as onboarding time, product adoption, and the effectiveness of creative design services
Identify at-risk customers and proactively implement retention strategies to mitigate churn
Conduct business reviews and success planning sessions with key accounts
Leadership & Team Development
Build, mentor, and lead a Customer Success team, including Customer Engagement Managers, Customer Success Managers, and Account Managers
Foster a collaborative culture that emphasizes customer-centricity, continuous learning, and creative problem-solving
Provide training and coaching to ensure the team excels in managing both technical and creative service delivery
Establish performance goals and track team effectiveness using customer success metrics
Qualifications & Skills
Bachelor's degree in Business, Marketing, Design, or a related field (MBA preferred)
7+ years of experience in Customer Success, Account Management, or Client Services, with at least 3 years in a leadership role
Proven experience leading customer onboarding, including creative design services as part of implementation
Strong account management experience, including strategic relationship building and customer advocacy
Experience in capacity planning, scheduling, and resource allocation for creative teams or customer service functions
Excellent project management skills with the ability to oversee both technical and creative service delivery
Strong leadership, communication, and relationship management abilities
Data-driven mindset with experience using customer success platforms and CRM tools
Ability to manage multiple projects and priorities in a fast-paced environment