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

• The Director of Customer Success leads the post-sale customer lifecycle across all customer segments, ensuring customers realize measurable value, adopt solutions effectively, and renew and expand over time. • This role is accountable for building and scaling a high-performing Customer Success organization operating under a “One Account, One Owner” model, with clear ownership of customer outcomes across Strategic, Enterprise, State, and Transactional accounts. • The Director defines how Customer Success operates—establishing engagement models, operating cadence, and cross-functional alignment—while ensuring consistent execution across the core pillars of Strategic Engagement, Adoption, Expansion, and Retention. • The role partners closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a seamless and scalable customer experience.

🎯 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 • Flexible working hours • Professional development budget • Home office setup allowance • Global team events