Director, Customer Success - #303680
DwyerOmega
Date: 6 hours ago
City: Simi Valley, CA
Contract type: Full time
Description
The Director of Customer Success is accountable for both customer satisfaction and commercial expansion across our existing accounts. This role oversees a cross-functional organization that includes Account Management, Technical Support, Field Service, Production, and Calibration.
The Director ensures our customers receive world-class service, while also driving revenue growth through renewals, upgrades, and expanded product adoption. Success in this role requires strong leadership, operational discipline, and a commercial mindset.
Key Responsibilities
The Director of Customer Success is accountable for both customer satisfaction and commercial expansion across our existing accounts. This role oversees a cross-functional organization that includes Account Management, Technical Support, Field Service, Production, and Calibration.
The Director ensures our customers receive world-class service, while also driving revenue growth through renewals, upgrades, and expanded product adoption. Success in this role requires strong leadership, operational discipline, and a commercial mindset.
Key Responsibilities
- Lead and develop the Customer Success organization, including Account Managers, Technical Support, Field Service, Production, and Calibration teams.
- Drive retention, renewals, and account expansion, ensuring that customer satisfaction directly contributes to company revenue goals.
- Partner with Sales and Product Management to align service delivery with business strategy and product roadmap.
- Establish metrics and KPIs for customer satisfaction, service performance, and account growth.
- Coach Account Managers to identify upsell and cross-sell opportunities within their assigned accounts and to leverage internal technical teams effectively.
- Oversee resolution of complex customer issues, ensuring timely and professional responses across all support functions.
- Collaborate with Production and Calibration to prioritize customer orders, manage schedules, and maintain high-quality standards.
- Implement scalable processes for onboarding, support, and lifecycle management to enhance the overall customer experience.
- Represent the voice of the customer internally, influencing continuous improvement in product design, service quality, and business operations.
- Bachelor’s degree in Business, Engineering, Life Sciences, or related field; MBA or equivalent leadership experience preferred.
- 10+ years of experience in Customer Success, Account Management, or Operations Leadership, with at least 5 years managing multi-disciplinary teams.
- Proven success in driving customer retention and account growth in a technology or IoT-based business; MedTech or laboratory environment experience strongly preferred.
- Strong leadership and communication skills with a demonstrated ability to inspire and align cross-functional teams.
- Data-driven mindset with experience using CRM, analytics, and KPI dashboards to manage performance.
- Strategic thinker with hands-on execution skills—comfortable operating in both boardroom discussions and day-to-day operations.
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