Director, Customer Success

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🕒 April 20

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Carr Talent

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎯 Recruiter

🤝 B2B

Recruitment • B2B

Carr Talent is a talent acquisition agency that specializes in recruiting high-caliber individuals for industries such as manufacturing, engineering, construction, and oil & gas. The company emphasizes a unique "right hire" guarantee supported by a 1-year perfect-fit assurance and offers a flat fee recruitment model. Carr Talent adopts an "approach and poach" strategy, actively sourcing over 75% of its hires through direct outreach rather than job advertisements. They provide a suite of HR consultative services, including job description creation and candidate testing. The company is led by a team with extensive experience and a focus on delivering cost-efficient, high-quality recruitment solutions.

📋 Description

• Lead, mentor, and motivate the Customer Success team (including refunds team) to achieve retention and growth goals • Own and manage a small, high-value book of business, demonstrating best-in-class client relationship management • Develop and implement retention and growth strategies to increase customer lifetime value and satisfaction • Establish and oversee structured follow-up processes to drive engagement, conversion, and retention • Monitor team performance metrics and KPIs, providing coaching, recognition, and performance improvement plans as needed • Partner with executive leadership to define retention targets and optimize Customer Success strategy • Coordinate ongoing training, onboarding, and professional development initiatives for CS team members • Collaborate cross-functionally with Sales and Marketing to improve lead quality and ensure seamless client experiences • Oversee refund dispute processes and ensure timely, effective resolution of customer concerns • Monitor online communities and social media channels to proactively address negative feedback and protect brand reputation.

🎯 Requirements

• 5+ years of experience in Customer Success leadership, preferably within pay-per-lead, SaaS, or marketing services environments • Proven track record of improving retention rates and scaling Customer Success teams • Strong leadership and coaching abilities with experience managing performance metrics and KPIs • Experience building operational infrastructure for Customer Success teams, including processes and reporting systems • Proficiency with CRM and customer support platforms such as Freshdesk and Go High Level • Data-driven mindset with the ability to analyze metrics and implement strategic improvements • Strong business acumen and understanding of revenue retention strategies • Excellent interpersonal, communication, and negotiation skills • Ability to manage client relationships across multiple communication channels including phone, email, SMS, and social platforms • Highly motivated self-starter with a strong focus on client satisfaction, retention, and long-term growth.

🏖️ Benefits

• 100% employer-paid individual health coverage (Medical, Dental, Vision) • 401(k) plan with company match • Opportunity to build and scale a high-impact Customer Success function • Collaborative, performance-driven culture with strong leadership visibility