Director, Customer Success

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American Society of Crime Laboratory Directors (ASCLD)

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501 - 1000 employés

Fondée en 1974

🤝 À but non lucratif

📚 Éducation

🔬 Science

Non-profit • Education • Science

La Société Américaine des Directeurs de Laboratoires de Criminalistique (ASCLD) est une société professionnelle à but non lucratif dédiée à la promotion de l'excellence dans la gestion de la science médico-légale par le biais du leadership et de l'innovation. Avec plus de 700 membres provenant de 400 laboratoires répartis dans 25 pays, l'ASCLD fournit des ressources telles que la formation, des initiatives d'accréditation et le soutien à la recherche aux décideurs et aux futurs leaders dans le domaine de la science médico-légale.

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.

🎯 Exigences

• 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.

🏖️ Avantages

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