Director, Customer Success

Job-ID: 15902; Location(s): Broomfield, CO 

 

Job Description Summary

The Director, Customer Success is instrumental in developing and executing strategies that optimize both the direct and indirect customer experience(s) while leveraging emerging technologies to improve efficiency and engagement. This position drives data-driven decision-making, implement scalable processes, and foster a culture of talent pipeline, continuous improvement and partnership. Oversees inside sales, customer service, order management and related functions. 

 

Job Description Details

Responsibilities 

• Develops and drives implementation of strategies to improve customer onboarding, internal training, and long-term account growth. 

• Identifies and implements technology-driven solutions such as AI chatbots, automation, and self-service portals to enhance the direct customer experience. 

• Utilizes data analytics and customer insights to inform decision-making and improve customer touchpoints. 

• Develops and delivers executive-level reporting on customer success metrics and initiatives deriving from Power BI and CRM. 

• Provides oversight of the Inside Sales function, driving strategies to qualify leads, expand indirect accounts, and generate incremental revenue opportunities. 

• Provides oversight of Customer Service, Order Management and related functions, developing organizational strategies, analysis, and recommendations and ensuring objectives align with organizational objectives. 

• Partners with sales, product, and marketing teams to ensure alignment on customer expectations, product offerings, and promotional activities. 

• Collaborates with executive leadership to understand business goals and define customer success KPIs that contribute to those goals. 

• Provides strong leadership to downline reports, fostering a culture that focuses on employee development and engagement. 

• Fosters a culture of customer-first thinking, innovation, and operational excellence. 

• Prepares annual budgets. 

• Continuously evaluates existing processes to determine areas of improvement. 

• Ensures customer feedback is effectively communicated and acted upon across the organization. 

• Performs other duties as required   

• Will be required to travel up to 15% of the time  

 

Required Qualifications

Knowledge, Skills and Abilities

 

• Proficient in the use of common office equipment and software – including: computers, printers, Microsoft Word, Excel, Outlook, Teams, and PowerPoint 

• Strong familiarity with CRM and analytics tools 

• Exceptional communication, strategic thinking, and problem-solving skills. 

• Passion for customer success and the ability to inspire and motivate teams 

• Strong organization skills, attention to detail, and time-management skills 

• Builds and maintains positive, productive relationships within and across teams, customers, and vendors 

• Effectively manages multiple tasks and priorities 

• Ability to translate business objectives into strategies 

• Strong interpersonal skills with demonstrated ability to effectively partner with key stakeholders and tactfully exercise influence across the organization  

• Communicates effectively, both verbally and in writing 

• Works effectively in a fast-paced and sometimes uncertain environment, making sound decisions based on best available information  

• Effectively leads and motivates employees 

 

Education, Certification/License & Work Experience

• Bachelor's degree in Business, Marketing, or a related field 

• Master’s degree preferred 

• 7-10 years of experience in customer success, sales, or service leadership, with at least 3 years in a manager-level role 

• Work experience that includes experience leveraging technology (AI, CRM, automation, analytics) to enhance customer interactions required 

• Proven experience managing cross-functional teams, with a strong understanding of inside sales and c