Customer Success Director at Bill Alexander Ford Lincoln

United States

We are seeking a strategic and results-driven Customer Success Director to lead and scale our customer success function. This role is responsible for driving customer satisfaction, retention, and expansion by developing high-impact engagement strategies and overseeing the end-to-end customer lifecycle. The ideal candidate is a strong leader with a proven track record in customer success, account management, and team development within a remote environment. Key Responsibilities Define and execute the overall customer success strategy aligned with company objectives and growth targets. Lead, mentor, and scale a high-performing team of Customer Success Managers (CSMs). Oversee the full customer lifecycle, including onboarding, adoption, retention, and renewal processes. Develop and implement programs to improve customer satisfaction, reduce churn, and increase lifetime value. Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), customer retention rate, and expansion revenue. Collaborate with sales, product, marketing, and support teams to ensure a seamless customer experience. Act as an executive sponsor for key accounts, building strong relationships with senior client stakeholders. Analyze customer data and feedback to identify trends, risks, and growth opportunities. Drive customer advocacy initiatives, including testimonials, case studies, and referrals. Lead escalation management and ensure timely resolution of critical customer issues. Qualifications Bachelor's degree in Business Administration, Marketing, Communications, or a related field; MBA preferred. 8–12+ years of experience in customer success, account management, or client services, with at least 3–5 years in a leadership role. Proven experience managing and scaling customer success teams in a SaaS, technology, or service-based environment. Strong understanding of customer lifecycle management and retention strategies. Excellent leadership, coaching, and team development skills. Exceptional communication, negotiation, and relationship management abilities. Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot). Data-driven mindset with strong analytical and problem-solving skills. Ability to operate effectively in a remote, fast-paced, and cross-functional environment. Core Competencies Strategic Leadership Customer Retention & Growth Team Development & Coaching Data-Driven Decision Making Executive Communication Cross-Functional Collaboration Benefits Flexible remote work environment Competitive hourly compensation Performance-based incentives and bonuses Leadership development and career advancement opportunities Collaborative and innovative company culture