Director of Customer Success, First Resonance

• This role requires a seasoned leader with proven experience in customer lifecycle management, customer success strategies, and building high-performing support teams
• 8+ years of progressive experience in customer success, customer service, or related roles, with a proven track record of leading technical customer-facing teams
• Demonstrable success in driving customer growth, satisfaction, and retention, especially within a SaaS or tech-oriented environment
• Expertise in developing comprehensive customer strategies, including experience building customer success frameworks from the ground up
• Strong analytical skills, with experience in interpreting data to drive customer-focused decisions
• Proven leadership capabilities with exceptional communication, influencing, and stakeholder management skills

Desirable

• The Director of Customer Success will strategically lead and scale our customer-facing functions, ensuring excellence in customer support, driving customer growth, retention, and satisfaction
• Develop and execute a cohesive customer success and service strategy aligned with company growth objectives
• Map customer journeys and lifecycle to identify opportunities for value creation, increased retention, and strategic growth
• Partner cross-functionally to ensure customer insights inform product and business strategy
• Ensure clarity in role delineation between customer service (reactive support) and manufacturing success (proactive growth)
• Highlight the importance of balancing customer advocacy with business profitability
• Emphasize the candidate’s ability to influence broader business strategy through customer insights, moving beyond traditional customer service roles to act as a strategic partner
• Design and implement scalable processes for onboarding, adoption, retention, upsell, and renewal
• Create structured playbooks for customer segmentation, proactively identifying opportunities for expansion and mitigating churn risks
• Champion the integration of customer support insights into strategic account planning and revenue forecasting
• Establish and monitor KPIs (Net Revenue Retention, Customer Satisfaction Scores, Churn Rate, Upsell & Cross-sell Targets)
• Lead continuous improvement initiatives to enhance customer service effectiveness and efficiency
• Develop rigorous processes for handling and resolving customer issues swiftly and effectively, turning service interactions into loyalty-building moments
• Recruit, mentor, and lead a high-performing Customer Success and Customer Support team
• Foster a culture of accountability, continuous learning, and customer-centric innovation
• Define clear roles and responsibilities, establishing career paths and growth opportunities for team members
• Serve as a passionate advocate for customers internally, influencing product roadmap and business decisions
• Implement systematic feedback loops, translating customer data into actionable insights for continuous improvement