Director of Customer Success

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November 8

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Clear Star

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Consulting • Government • Human Resources

Clear Star is a consultancy that focuses on helping government organizations adopt new operational models and enhance their organizational effectiveness. The company specializes in addressing challenges related to leadership culture, high-performance team formation, and overall operational transformation. Clear Star aims to foster self-sufficiency within organizations through a diverse range of tools, including coaching, workshops, and agile methodologies, ensuring that their clients can navigate and thrive in a rapidly changing environment.

2 - 10 employees

Founded 2023

🏛️ Government

📋 Description

• Lead and develop a high-performing team of Customer Success and Implementation professionals focused on collaboration, accountability, and measurable results • Create and execute strategies that improve Net Revenue Retention (NRR), reduce churn, and grow client value through upsell and cross-sell opportunities • Build scalable processes, playbooks, and tools to streamline onboarding, engagement, and client success • Partner with Sales, Product, and Support to strengthen communication and deliver a seamless customer experience • Use data and key performance metrics (NRR, churn, Time-to-Value, CSAT/NPS) to measure success and identify improvement opportunities • Translate customer insights into actions that influence product development and operational innovation • Champion process improvements and technology adoption that enhance performance and efficiency • Represent the customer voice in strategic discussions and executive planning

🎯 Requirements

• Bachelor’s degree in Business, Operations, or related field (or equivalent experience) • 7+ years of experience in Customer Success, Implementation, or Client Services, including at least 3 years in a leadership role • Experience in the Consumer Reporting Agency (CRA) industry is highly preferred • Proven success improving measurable outcomes such as NRR, churn reduction, and Time-to-Value • Strong analytical mindset with experience interpreting customer health and operational data • Excellent communication and executive presence with the ability to collaborate across teams • Experience leading through change and inspiring engagement in remote or hybrid environments • Familiarity with HubSpot, background screening technology, or project management tools is preferred • A dedicated home office space that is noise- and distraction-free with access to a reliable and secure high-speed internet connection • Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred

🏖️ Benefits

• paid healthcare and life insurance premiums • low-cost dental and vision insurance • company-paid basic life insurance and a company-paid Short-Term Disability policy • employee assistance program • 401(k) matching up to 4% • time off • 9 company paid holidays • 2 additional days of paid time off for volunteer activities