Director of Customer Success

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Clear Star

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Consulting • Government • Human Resources

Clear Star est un cabinet de conseil spécialisé dans l'accompagnement des organisations gouvernementales pour adopter de nouveaux modèles opérationnels et améliorer leur efficacité organisationnelle. L'entreprise se spécialise dans la résolution de défis liés à la culture du leadership, la formation d'équipes de haute performance, et la transformation opérationnelle globale. Clear Star vise à favoriser l'autonomie au sein des organisations grâce à une gamme d'outils diversifiés comprenant le coaching, les ateliers et les méthodologies agiles, garantissant à leurs clients la capacité de naviguer et de prospérer dans un environnement en constante évolution.

2 - 10 employés

Fondée en 2023

🏛️ Gouvernement

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

🎯 Exigences

• 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

🏖️ Avantages

• 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