Position SummaryThe Director of Customer Success will be responsible for leading the Customer Success organization, driving customer satisfaction, retention, adoption, and expansion through proactive engagement and strategic relationship management.
This role requires strategic leadership, data-driven decision-making, cross-functional collaboration, and an in-depth understanding of customer needs and behaviors. The Director of Customer Success will develop and execute customer success strategies that ensure customers derive maximum value from Foundation Software's products and services, reduce churn, and increase customer loyalty and advocacy.
The Director will also be responsible for mentoring and developing a high-performing customer success team, enhancing operational efficiency, and driving initiatives that improve customer experience throughout the customer lifecycle.
Essential Functions and ResponsibilitiesLeadership & Strategy:- Lead, mentor, and develop the Customer Success team, including Customer Success Managers, Customer Success Representatives, and Customer Success Operations personnel.
- Define and execute the customer success strategy, aligning with company goals to drive customer retention, adoption, revenue growth, and expansion.
- Establish customer success objectives, KPIs, and performance metrics, regularly measuring and communicating progress.
- Collaborate with executive leadership, Sales, Marketing, Product, and Implementation teams to align customer success initiatives with business objectives.
- Develop and execute strategies to improve customer satisfaction, product adoption, and long-term customer value.
- Foster a customer-centric culture focused on proactive engagement, customer advocacy, and continuous improvement.
Customer Success Operations:- Oversee the day-to-day operations of the Customer Success organization, ensuring the team meets and exceeds customer retention and engagement goals.
- Build and refine customer success processes, workflows, and best practices to drive consistency, scalability, and operational excellence.
- Manage customer lifecycle touchpoints, including onboarding transitions, adoption programs, customer business reviews, renewals, and expansion opportunities.
- Develop and implement customer engagement strategies that ensure continuous value realization and proactive communication.
- Identify, track, and mitigate customer health risks to improve retention and customer outcomes.
- Recruit, hire, onboard, and develop top customer success talent.
- Provide ongoing coaching, training, and career development opportunities for team members.
Data & Reporting:- Analyze customer data to identify trends, opportunities, risks, and areas for improvement.
- Develop and deliver regular reporting to executive leadership regarding customer health, retention, adoption, engagement, and team performance.
- Leverage data to drive decision-making, optimize customer success programs, and forecast customer needs.
- Ensure effective utilization of customer success platforms, CRM systems, and analytics tools to manage customer relationships and performance metrics.
- Partner with Sales to identify and support opportunities for upsell, cross-sell, and renewals, ensuring smooth transitions from Sales to Customer Success.
Qualifications:- 5+ years of experience in customer success, customer support, or a related field, with at least 3 years in a leadership role.
- Proven experience managing and scaling high-performing customer success and support teams.
- Strong understanding of customer success metrics and KPIs, including retention, customer health, adoption, expansion, NPS, and churn.
- Demonstrated ability to develop and execute customer success strategies that drive measurable business outcomes.
- Strong leadership, coaching, and team development skills.
- Strategic thinker with the ability to balance long-term initiatives and day-to-day operational priorities.
- Data-driven decision-maker with experience utilizing CRM, analytics, and customer success platforms.
- Excellent verbal and written communication skills with the ability to build relationships across all levels of an organization.
- Strong troubleshooting and conflict resolution skills, with the ability to de-escalate and resolve complex customer issues.
- Experience with customer success tools (Gainsight, Totango), and CRM software (Salesforce)
- A passion for customer satisfaction and improving customer experience.
- High-energy, proactive, and self-motivated with a strong sense of accountability.
- Ability to manage multiple priorities and work in a fast-paced, dynamic environment.
- The employee must have a valid driver's license and a driving record acceptable to the Company's insurance company.
- Ability to work fulltime in our Strongsville, Ohio office.
- Occasional travel may be required for customer meetings or tradeshows.
