Director of Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🌵 Arizona, Texas – Remote

🌵 Arizona – Remote 🤠 Texas – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ASSA ABLOY Opening Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

🏗️ Construction

🏥 Healthcare

🏭 Manufacturing

Construction • Healthcare • Manufacturing

ASSA ABLOY Opening Solutions is a leading provider of security technology, specializing in the development and production of mechanical and electromechanical locking systems, access control solutions, and locking systems for various residential, commercial, and public buildings. The company is known for its innovative products that ensure safety and comfort, catering to diverse environments from healthcare facilities to educational institutions. With a comprehensive range of solutions, ASSA ABLOY enables secure and smooth movement of people, goods, and information across multiple sectors.

📋 Description

• Manage, coach, and develop Customer Success Managers • Recruit and onboard new CSMs as the team scales • Build an accountable team culture focused on customer outcomes • Own executive relationships for strategic Enterprise accounts • Lead business reviews, governance forums, and expansion conversations • Own NRR and GRR targets and report performance to leadership and ASSA ABLOY stakeholders • Build forecasting, health-scoring, and early-warning processes • Partner with Sales on expansion strategy and Product on retention-focused roadmap input • Design scalable processes for onboarding, adoption, renewal, and expansion • Set annual and quarterly CS strategy with the General Manager and leadership team • Own the CS technology stack, including CRM, CS platform, support desk, analytics/BI, and knowledge base tools • Manage the customer satisfaction and NPS program • Oversee the Support function, including SLAs, escalation paths, and support processes • Contribute to company-wide strategy as a SiteOwl leadership team member • Represent the customer voice in cross-functional planning with Product, Sales, and Marketing

🎯 Requirements

• College/University degree, preferably specialized in a related curriculum, or work experience commensurate with a minimum high school/GED diploma • 8+ years of experience in Customer Success or a related client-facing function • Experience in a formal leadership/people-management role • Proven experience owning and improving NRR/GRR or equivalent retention and expansion metrics • Deep enterprise account management experience, including direct relationships with VP/C-level customer executives • Track record of building or significantly improving CS processes, playbooks, or operating cadence from the ground up • Experience using AI tools to create and optimize CS processes • Experience owning or heavily involved in the CS technology stack, including CRM, CS/health-scoring platforms, support desk, and BI/analytics tools • Experience running or overseeing a support function, including SLA design and escalation management • Strong executive presence and ability to present to customer leadership and internal leadership/board-level stakeholders • SaaS background • Player-coach mindset • Proficiency in Microsoft Office tools

🏖️ Benefits

• Discretionary bonus • 401(k) plan • Education assistance • Training and development opportunities • Regular feedback • Diverse and inclusive work environment