Director of Customer Success
Logistics, Sales & Operations · Sales & Business Development · Customer Success
In short
SiteOwl is seeking a Director of Customer Success to lead their Customer Success organization, focusing on Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). This player-coach role involves managing a team of CSMs and Support Specialists, while also personally managing key enterprise accounts and contributing to company strategy. The ideal candidate has 8+ years of experience in customer-facing roles with leadership experience and a strong understanding of SaaS and customer success processes.
Responsibilities
- Manage, coach, and develop a team of Customer Success Managers by setting goals, running pipeline/account reviews, and building career paths.
- Recruit and onboard new CSMs as the team scales, owning proactive CS resourcing and team structure.
- Build a high-performing, accountable team culture rooted in customer outcomes, ownership, and collaboration.
- Own executive relationships for a select group of SiteOwl's largest Enterprise accounts, acting as their senior strategic point of contact.
- Lead business reviews, governance forums, and expansion conversations directly with customer executive sponsors.
- Model best-in-class enterprise account management for the broader CS team through direct, hands-on ownership.
- Own NRR and GRR targets for the CS organization; report on performance to the leadership team and ASSA ABLOY stakeholders.
- Build forecasting, health-scoring, and early-warning processes needed to protect and grow the base.
- Partner with Sales on expansion strategy, and with Product on roadmap input that drives retention.
- Design and implement scalable CS processes across the customer journey for onboarding, adoption, renewal, and expansion.
- Set annual and quarterly CS strategy in partnership with the General Manager and the broader leadership team.
- Own the CS technology stack — evaluate, implement, and administer the tools that power the team (e.g., CRM, CS platform, support desk, analytics/BI, knowledge base).
- Own the customer satisfaction and NPS program end-to-end — survey design, cadence, analysis, and closed-loop follow-up.
- Own the Support function, including SLAs, escalation paths, and support processes.
- Serve as an active member of SiteOwl's leadership team, contributing to company-wide strategy beyond CS.
- Represent the voice of the customer in cross-functional planning with Product, Sales, and Marketing.
Requirements
- College/University degree, or work experience commensurate with, minimum high school/GED diploma.
- 8+ years of experience in Customer Success or a related client-facing function, including experience in a formal leadership/people-management role.
- Proven experience owning and improving NRR/GRR or equivalent retention and expansion metrics.
- Deep enterprise account management experience, including direct relationships with customer executives (VP/C-level).
- A track record of building or significantly improving CS processes, playbooks, or operating cadence from the ground up.
- Experience using AI tools to create and optimize CS processes.
- Experience owning or heavily involved in the CS tech stack (CRM, CS/health-scoring platforms, support desk, BI/analytics tools).
- Experience running or overseeing a support function, including SLA design and escalation management.
- Strong executive presence — comfortable presenting to customer leadership and to internal leadership/board-level stakeholders.
- SaaS background.
- A player-coach mindset: genuinely energized by both managing people and staying hands-on with enterprise customers.
- Proficiency in Microsoft Office tools.
Desired Qualifications
- Physical security, security integration, or enterprise hardware/software experience is a plus.
- Experience with Zoho, Zendesk, Domo and UserPilot is a plus.
Benefits
- Competitive compensation and benefits package
- Discretionary bonus
- 401(k) plan
- Education assistance
- Environment that reflects our commitment to our employees.
#Customer Success#SaaS#Leadership#Enterprise#Account Management#Retention#Salesforce#Zoho#Zendesk#Domo#UserPilot
Company
ASSA ABLOY Group
Job Posted
2 weeks ago
Expires
in 1 month
Employment Type
Full Time
WorkMode
Remote
Experience Level
Director
Locations
Phoenix, United States
Austin, United States
Qualification
Bachelor, Diploma, No Formal Education
Applicants
Be an early applicant