Director of Customer Success

Director of Customer Success

Short Description:

At AutoStore, customers are our top priority. The Director of Customer Success is a highly motivated, strategic and results-oriented team leader tasked with building and maintaining key customer relationships, ensuring their success and maximizing the value they receive from our AutoStore solutions. This role combines direct customer engagement with team leadership responsibilities, including coaching, performance development, strategic planning, and cross-functional collaboration.

The Director of Customer Success serves as both the voice of the customer and a voice of the Customer Success team, helping to shape strategy, improve processes, and ensure the organization delivers exceptional customer experiences that maximize the value customers receive from AutoStore solutions.

This role is part of a regional commercial team and plays a critical role in driving customer retention, expansion, operational performance, and team effectiveness.

Tasks & Responsibilities:

Customer Success

• Act as a key point of contact and trusted resource for customer operations,
• Engaging partner distributors and AutoStore internal subject matter experts, to collaboratively and proactively support customer operational goals and site health.
• Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions, establishing a recurring and long-term relationship with the customer to ensure ongoing, optimized health of their AutoStore system.
• Build and maintain customer relationships strategies, ensuring customers achieve business objectives and maximize the value of their AutoStore systems.
• Proactively identify customer risks and opportunities, developing action plans to improve customer outcomes and accelerate growth opportunities.
• Conduct strategic business and operational reviews with partners and customers, bringing together key stakeholders and resources to review KPIs, discuss recommendations, and identify future expansion opportunities.
• Advocate for customer needs across the organization and serve as a key Voice of the Customer.

Team Leadership & Development

• Lead and develop a team of Customer Success Managers to achieve customer and business objectives.
• Conduct regular one-on-one meetings with team members focused on development, coaching, problem solving, and career growth.
• Provide ongoing guidance, mentoring, and support to improve customer engagement strategies, business acumen, and technical competency.
• Foster a positive, collaborative, and customer-obsessed team culture focused on accountability, continuous improvement, and operational excellence.
• Lead employee development through performance feedback, development planning, and coaching.
• Lead the onboarding and mentoring new Customer Success Managers, ensuring consistent adoption of best practices and processes.
• Identify skill gaps and coordinate training opportunities to strengthen team capabilities.

Strategy & Organizational Leadership

• As a member of Customer Success leadership, this person will help define and execute regional Customer Success strategy, goals, and initiatives.
• Contribute to long-term vision, planning, and continuous improvement efforts across the Customer Success organization.
• Drive consistency in customer engagement methodologies, operational reviews, health monitoring, and team account planning.
• Identify trends, risks, and opportunities across the customer base and recommend strategic actions.
• Collaborate with cross-functional teams including Sales, Solutions Engineering, Product Management, Technical Support, Operations, and Partner organizations to improve customer outcomes.
• Support change management initiatives and adoption of new programs, tools, and processes.

Operational Management & Reporting

• Monitor team performance and key customer success metrics, including customer health, retention, expansion opportunities, NPS, customer engagement, and adoption.
• Develop and maintain reporting that provides visibility to leadership on team performance, customer risks, opportunities, and strategic initiatives.
• Ensure accurate account documentation, forecasting, and customer success planning activities.
• Play a key part in capacity planning, resource allocation, and prioritization efforts.
• Perform administrative management responsibilities including performance reviews, goal setting, development plans, time-off approvals, and workforce planning.
• Escalate and communicate customer issues, business risks, and organizational challenges to leadership as appropriate.

Cus