Director of Customer Success

Job description

Director of Customer Success We are seeking an experienced and hands-on Director of Customer Success to lead and elevate our customer service and post-sales account management operations. This role is responsible for driving exceptional customer experiences, strengthening retention, and ensuring operational excellence across billing, contracts, and service delivery. This position balances strategic leadership with hands-on execution and close cross-functional collaboration. Key Responsibilities: - Lead, coach, and develop a high-performing Customer Success team, including onboarding, training, and performance management. - Foster a customer-first culture centered on accountability, responsiveness, and service excellence. - Oversee post-sales account management and ensure timely resolution of customer issues and escalations. - Maintain strong relationships with key customers to support retention and growth. - Direct all billing and revenue-related operations, ensuring accuracy, timeliness, and contract compliance. - Analyze billing, renewal, and revenue data to identify optimization opportunities. - Develop, implement, and maintain customer service and billing policies and procedure...