Job Description

Director of Customer Success

We are seeking an experienced and hands-on Director of Customer Success to lead and elevate our customer service and post-sales account management operations. This role is responsible for driving exceptional customer experiences, strengthening retention, and ensuring operational excellence across billing, contracts, and service delivery. This position balances strategic leadership with hands-on execution and close cross-functional collaboration.

Key Responsibilities

• Lead, coach, and develop a high-performing Customer Success team, including onboarding, training, and performance management.
• Foster a customer-first culture centered on accountability, responsiveness, and service excellence.
• Oversee post-sales account management and ensure timely resolution of customer issues and escalations.
• Maintain strong relationships with key customers to support retention and growth.
• Direct all billing and revenue-related operations, ensuring accuracy, timeliness, and contract compliance.
• Analyze billing, renewal, and revenue data to identify optimization opportunities.
• Develop, implement, and maintain customer service and billing policies and procedures.
• Ensure consistent execution of processes and accurate maintenance of customer records and documentation.
• Serve as a liaison between customers and internal teams including Sales, Service, and Operations.
• Provide regular reporting and insights to executive leadership and recommend continuous improvements.

What Success Looks Like

Success in this role means clearly defining, measuring, and communicating what excellence looks like for the Customer Success function. The Director will use data-driven performance measures to evaluate success, identify risks or opportunities, and guide continuous improvement across the department.

Qualifications

• 3 to 5 or more years of B2B customer service or account management experience.
• 2 to 3 or more years in a leadership or management role.
• Associate degree or higher, or equivalent professional experience.
• Proficiency in Microsoft Office.
• Experience with E-Automate or similar systems preferred, but not required.

Our Culture

We take pride in being a high-trust, team-focused organization where people are supported, heard, and encouraged to grow. Collaboration, transparency, and shared problem-solving are central to how we work. Our Glen Allen, VA team works in person and values strong relationships, open communication, and mutual accountability.

Benefits

• Competitive pay with advancement opportunities.
• Comprehensive health benefits and retirement plans.
• Generous paid time off.
• Pet-friendly workplace.
• Ongoing training and professional development.
• Employee recognition events.
• Opportunities to support youth and community initiatives through Imprint.