Director of Customer Success

Job Description

We are seeking a strategic, execution-oriented Director of Customer Success to lead and unify the post-sale customer experience across the company ERP and Microvellum CAD/CAM.

This leader will own the Customer Success operating system, including service model design, customer segmentation, tooling, performance management, and scalable enablement. The mandate is to build a consistent, measurable, and scalable CS organization that drives adoption, retention, expansion, and long-term customer value across all products and regions.

This role oversees a globally distributed organization of approximately Customer Success professionals, including team leads and Customer Success Managers. The Director brings a private equity mindset, balancing customer experience excellence with operational rigor, disciplined metrics, and scalable execution.

A core focus of this role is aligning the CS team around one unified post-sale strategy while leveraging AI, automation, and 1-to-many enablement to drive outcomes without linear headcount growth.

Key Responsibilities

Customer Success Strategy & Operating System

• Own the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion.
• Design, implement, and continuously refine the Customer Success operating system across all the company products.
• Define and execute a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes.
• Establish clear service tiers, success plans, and ownership models across customer segments and geographies.
• Ensure consistent, repeatable processes that scale globally.

Revenue & Retention Accountability

• Own retention, expansion, and customer health outcomes across the portfolio.
• Partner with Sales and Account Management to drive renewals, cross-sell, and upsell strategies.
• Build proactive risk mitigation frameworks to reduce churn and increase lifetime value.
• Establish forecasting discipline and renewal visibility aligned with executive expectations.

CS Technology & Automation Ownership

• Own Customer Success technology stack outcomes, including health scoring accuracy, automation maturity, digital engagement coverage, and visibility into adoption.
• Drive measurable improvement in health model integrity and proactive outreach effectiveness through platforms such as HubSpot CSP and AI-enabled workflows.
• Partner with RevOps to strengthen reporting, segmentation logic, and executive dashboards.
• Leverage automation and AI to support 1-to-many customer engagement and scalable education.

Metrics, Performance & Operational Excellence

• Own and operationalize core CS metrics, including retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT.
• Expand customer sentiment metrics into actionable insights that drive execution.
• Build dashboards that provide executive-level and PE-level visibility into CS performance.
• Use data to inform capacity planning, prioritization, and segmentation strategy.
• Implement strong performance management practices, including clear goals, accountability, and continuous coaching.

Scalable Customer Enable