The Customer Success Director will lead our customer success function, ensuring customers effectively leverage LeadsOnline's products and services to achieve their business objectives. You will develop strategies and processes that drive customer satisfaction through every phase of the customer lifecycle, facilitate long-term relationships, and promote retention. This is a full-time, exempt position based in our corporate office in Plano, TX, reporting to senior management.
What You'll DoAs a Customer Success Director, you'll play a key role in the strategies and processes that drive our customers satisfaction and retention.
Customer Success Strategy- Develop strategies and processes that ensure customer satisfaction through all phases of the customer lifecycle
- Facilitate long-term customer relationships and design initiatives that promote retention
- Utilize data collection and feedback mechanisms to identify customer needs and challenges, and design high-level action plans
Onboarding & Training- Monitor and improve training and onboarding processes to ensure smooth product adoption
- Partner with customers throughout onboarding to drive early engagement and long-term success
- Continuously refine onboarding materials and processes based on customer feedback
- Ensure new customers understand and can effectively use LeadsOnline's products from day one
Team Leadership & Development- Build and lead a team of customer advocates focused on driving customer success outcomes
- Provide product training, coaching, and skill development to strengthen the team
- Establish clear goals, standards, and accountability for the customer success function
Cross-Functional Collaboration- Establish collaborative relationships with sales, product development, and other customer-facing functions
- Represent the voice of the customer in cross-departmental planning and strategy discussions
- Partner with product teams to relay customer feedback and influence the product roadmap
Departmental Strategy & Budget- Create functional strategies and specific objectives for the customer success sub-function
- Develop budgets, policies, and procedures to support the customer success infrastructure
Reporting & Insights- Monitor customer health metrics and key performance indicators, and report on customer success outcomes to senior management
Qualifications - Must be a US Citizen
- Bachelor's degree required
- 5+ years of managerial experience, ideally within a customer success, account management, or client services function
- Deep knowledge of customer success practices and solid knowledge of the overall organization's products and services
- Proven ability to build, coach, and lead high-performing teams
- Strong track record of building collaborative relationships across sales, product, and other customer-facing teams
- Data-driven approach to identifying customer needs and designing action plans
- Excellent communication and relationship-building skills
BenefitsAs part of our comprehensive benefits package, LeadsOnline provides the following to eligible employees:
- Employee paid Medical, Dental, and Vision
- Generous paid vacation
- 401k with company matching
- HSA with employer contributions
- FSA
- Supplemental coverage such as accident, critical illness, hospitalization, life
- Short-Term and Long-Term Disability
- Parental Leave
