Director, Customer Success Center

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

The Director, Customer Success Center is a strategic leader responsible for shaping and executing operational strategies that drive customer satisfaction, retention, and growth. This role leads a team of Customer Success professionals, ensuring consistent delivery of lifecycle engagement, proactive risk management, and operational excellence.

The Director will champion process innovation, leverage data-driven insights, and foster cross-functional alignment to deliver seamless customer experiences and measurable business outcomes.

Job Scope/Supervision:

This role will be reporting to the Senior Director, Customer Success and will manage Customer Success Representatives (CSRs).

Duties and Responsibilities:

Leadership & Team Development

• Build, lead, and inspire a high-performing Customer Success team.
• Foster a culture of accountability, continuous improvement, and customer-centricity.
• Drive talent development through coaching, goal setting, and career progression planning.
• Serve as the primary escalation point for complex customer and internal issues.

Operational Strategy & Excellence

• Design and implement scalable processes that enhance customer engagement and retention.
• Optimize workflows, coverage models, and resource allocation to achieve service-level objectives.
• Lead automation and efficiency initiatives to improve productivity and reduce operational friction.
• Oversee onboarding and enablement programs for new team members.

Customer Success Strategy

• Drive execution of lifecycle programs including onboarding, adoption, renewals, and expansion.
• Guide strategic account reviews (QBRs), health checks, and risk mitigation plans.
• Ensure proactive engagement and relationship management in partnership with Sales and Partners.
• Monitor and report on customer health, churn risk, and success KPIs to senior leadership.

Cross-Functional Collaboration

• Partner with Sales, Product, Marketing, and Service Delivery to align on customer needs and priorities.
• Represent the voice of the customer internally, influencing product and process improvements.
• Communicate performance insights and strategic initiatives to executive stakeholders.

Required Experience/Qualifications:

• Bachelor’s degree and 7+ years of professional experience, including 3+ years in a leadership role; or equivalent experience.
• Proven success leading customer-facing teams and managing enterprise-level accounts.
• Strong business acumen with decision-making grounded in financial and operational principles.
• Exceptional communication, presentation, and stakeholder management skills.
• Experience driving cross-functional initiatives and customer advocacy programs.

Preferred Experience/Qualifications:

• Highly organized, resourceful, and process-oriented.
• Comfortable navigating ambiguity in a fast-paced, evolving environment.
• Familiarity with CRM platforms, customer success tools, and SaaS technologies.
• Strong analytical skills with ability to translate data into actionable insights.
• Deep understanding of customer success methodologies and engagement strategies.

Hours/Travel/Shift:

• Standard business hours (Monday–Friday); minimal travel required.
• Extended periods of computer-based work.

Core Competencies

• Planning: Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a di