Director of Customer Success

Description

• Strategic Leadership: Develop and implement a comprehensive customer service strategy aligned with the company's overall business goals. This includes setting service level agreements (SLAs), defining key performance indicators (KPIs), and continuously improving processes.
• Leadership & Team Development: Lead, mentor, and develop high-performing customer service and concierge service teams. Foster a positive and collaborative work environment that encourages growth, innovation, and exceptional customer service. Foster a culture of excellence, accountability, and continuous improvement. This includes performance management, training, career development, in addition to identifying training needs and implementing development programs to enhance team skills and performance.
• Customer Experience Enhancement: Champion a customer-centric culture throughout the organization. Identify opportunities to improve the customer journey and implement initiatives that enhance customer satisfaction, loyalty, retention, and LTV. This may include proactive customer outreach, personalized service, and streamlined processes. Serve as a primary point of contact for escalated customer issues and complaints. Work to resolve complex issues and ensure customer satisfaction.
• Operational Excellence: Oversee the daily operations of the customer service department, ensuring efficient and effective delivery of support across all channels (e.g., phone, email, chat, social media). Monitor performance metrics, identify areas for improvement, and implement solutions to optimize efficiency and effectiveness.
• Process Improvement: Continuously evaluate and improve customer service processes and procedures. Identify opportunities for automation and technology enhancements. Streamline workflows to maximize efficiency and effectiveness.
• Cross-Functional Collaboration: Collaborate effectively with other departments (e.g., sales, operations, marketing, product development) to ensure a seamless and positive customer experience across all touchpoints. Act as a customer advocate within the organization.
• Budget Management: Manage the customer service budget effectively, ensuring that resources are allocated appropriately and that expenses are controlled.
• Data Analysis & Reporting: Analyze customer service data to identify trends, pain points, and opportunities for improvement. Develop and present regular reports on key performance metrics to senior management. Use data to drive decision-making and continuous improvement.

• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• 8+ years of experience in customer success or account management, with at least 5 years in a leadership role.
• 5+ years experience in leading, customer success, account management or high touch tech enabled service teams in a call center environment. 
• Proven track record of building and leading high-performing customer service teams.
• Deep understanding of customer service best practices and industry trends.
• Excellent communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.  
• Experience with customer service technologies and tools (e.g., CRM systems, help desk software).
• Passion for delivering exceptional customer experiences.
• Ability to thrive in a fast-paced, dynamic environment.