Director, Customer Success

Simpson Strong-Tie is a leader in engineered structural connectors, software, and solutions for the building industry. We maintain a reputation as a trusted manufacturer, partner, and corporate citizen committed to our customers and employees.

Our founder, Barc Simpson established 9 Principles of Business we live out as company values and have made Simpson Strong-Tie an inspiring place to work since 1956. Our team of talented people are dedicated to our shared mission: to provide solutions that help people design and build safer, stronger structures.

Learn about our company culture directly from our team.

YOU

The Director of Customer Success will lead and drive the strategy and execution for a high-performing Customer Success team. The Director will be responsible for ensuring customers achieve their desired outcomes with our Digital Solutions, leading to high customer satisfaction, retention, and growth. This role requires a strong leader who can work cross-functionally with sales, product, and support teams to ensure seamless customer experiences and foster long-term relationships.

WHAT YOU’LL BE DOING (% of Time)

Leadership & Strategy: (25%) 

• Develop and execute a comprehensive Customer Success strategy focused on time to value, customer satisfaction, retention, and growth. 

• Lead, mentor, and scale a team of Customer Success Managers (CSMs), Onboarding Specialists, Customer Support staff, and other sub-functions within the Customer Success department. 

• Align the team's goals with business objectives, ensuring that customer success is a core part of the company’s growth strategy. 

Cross-functional Collaboration: (20%) 

• Collaborate with Sales, Marketing, and Product teams to ensure a seamless customer journey from pre-sale to post-sale, and ensure customer feedback is integrated into product roadmaps. 

• Partner with Sales to identify and support upsell opportunities and renewals, working closely with Account Management to meet revenue targets. 

Operational Excellence: (15%) 

• Establish and monitor performance metrics (customer health scores, renewal rates, churn rates) to optimize processes and continuously improve the customer experience. 

• Leverage training programs to address common customer challenges, improve product adoption, and reduce churn. Work with the training team to ensure customer education aligns with product features and updates. 

Customer Advocacy & Voice of the Customer: (15%) 

• Act as the voice of the customer within the organization, advocating for product improvements, and representing customer needs in executive meetings. 

• Ensure the customer training programs are aligned with customer needs and provide resources like webinars, tutorials, and documentation to enhance customer knowledge. 

Customer Onboarding & Retention: (15%) 

• Oversee the customer onboarding process, ensuring customers quickly realize value from the software. 

• Integrate training initiatives into onboarding to help customers effectively adopt the software and set the foundation for long-term success. 

• Build and implement strategies for long-term customer retention and satisfaction by regularly measuring key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). 

Customer Relationship Management: (10%) 

• Cultivate relationships with key customers and serve as a senior escalation point for any customer issues, ensuring timely resolution. 

• Develop programs for regular customer check-ins and business reviews to ensure customers are engaged and receiving the full value from our solutions. 

DESIRED SKILLS AND EXPERIENCE
If you can do everything listed above, you’ve got what it takes. Perhaps some of the following would be helpful too: 

• 8+ years of experience in Customer Success, Account Management, or a related field, with at least 3 years in a leadership role. 
• Experience in the software industry, preferably within SaaS or cloud-based products. 
• Proven ability to lead and grow a team, driving accountability and results. 
• Strong strategic thinking with a track record of driving customer success initiatives. 
• A passion for building relationships with customers and helping them succeed with software solutions. 
• Knowledge of change management processes that can h