Senior Director, Customer Success

Job description

Aurora, IL (Hybrid) Senior Director, Customer Success The Senior Director, Customer Success will define and lead Sonova’s North American customer success strategy while ensuring exceptional execution across Customer Service, Technical Support, Lead Generation, and Software Support teams. This role combines strategic vision with hands-on operational leadership to deliver best-in-class customer experiences, drive operational excellence, and position Sonova as the industry leader in customer satisfaction and service delivery. Responsibilities: - Define and execute a multi-year customer success strategy aligned with business priorities, product launches, and evolving customer needs - Lead and develop a large, multi-channel organization across retail and wholesale customer support functions, fostering a high-performance, customer-centric culture - Drive operational excellence through workforce planning, capacity modeling, and daily management systems that improve productivity and service levels - Establish scalable processes and governance to ensure consistency, quality, and efficiency across all customer-facing teams - Champion resolution of high-impact customer issues, partnering cros...