Director, Customer Success

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🕒 May 28

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American Society of Crime Laboratory Directors (ASCLD)

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1974

🤝 Non-profit

📚 Education

🔬 Science

Non-profit • Education • Science

The American Society of Crime Laboratory Directors (ASCLD) is a nonprofit professional society dedicated to promoting excellence in forensic science management through leadership and innovation. With over 700 members from 400 laboratories across 25 countries, ASCLD provides resources such as training, accreditation initiatives, and research support to forensic science decision-makers and future leaders in the field.

📋 Description

• Lead the post-sale customer lifecycle across all customer segments. • Ensure customers realize measurable value, adopt solutions effectively, and renew and expand over time. • Build and scale a high-performing Customer Success organization. • Define how Customer Success operates—establishing engagement models, operating cadence, and cross-functional alignment. • Partner closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing. • Execute Customer Success strategies across all customer segments. • Establish standardized customer lifecycle motions, including success planning and renewal readiness. • Ensure a proactive, outcome-driven approach to customer engagement. • Build scalable processes and playbooks to ensure consistency across Customer Success teams. • Lead a multi-tier engagement model across accounts. • Operationalize a hub-and-spoke model where Customer Success Managers own relationships and provide general project knowledge. • Continuously refine segmentation and coverage models to balance engagement with scalable programs. • Own end-to-end retention and renewals strategy, operationalizing cross-functional support to drive on-time renewals. • Partner with Sales, Support, Product, and Marketing for cohesive experience. • Analyze revenue retention metrics and align performance to financial targets.

🎯 Requirements

• Bachelor’s degree in Business Administration, Communications, or a related field. • 10+ years of experience in Customer Success, Account Management, or related SaaS roles. • 5+ years of experience leading teams and developing people leaders. • Proven experience owning retention, renewals, and customer growth metrics at scale. • Strong understanding of Customer Success operating models, including segmentation and scaled engagement strategies. • Experience building and standardizing processes, playbooks, and performance frameworks. • Strong data orientation, with the ability to translate insights into action and measurable outcomes. • Exceptional collaboration and leadership skills, with the ability to align cross-functional teams. • Excellent communication and executive presence, with experience engaging senior stakeholders. • Ability to operate effectively in complex, high-accountability environments. • Experience in public sector, GovTech, or public safety SaaS environments preferred.

🏖️ Benefits

• Competitive salary • Comprehensive benefits offering • Potential for variable compensation such as incentive plans or discretionary performance bonuses.