Director of Customer Success | Remote

Are you an experienced professional passionate about creating exceptional customer experiences? Do you have a proven track record of building relationships, improving processes, and driving client satisfaction? If you’re proactive, strategic, and ready to grow with a dynamic team, we want to hear from you!

As a Director of Customer Success, you will play a key role in managing the customer journey, identifying opportunities to enhance client experiences, and driving long-term satisfaction and loyalty.

Key ResponsibilitiesDevelop and Implement Customer Success Strategy:

• Design and execute a scalable customer success framework aligned with Headshots.com’s growth goals
• Create and oversee customer success playbooks for onboarding, engagement, retention, and upselling
• Develop and maintain a comprehensive customer journey map.
• Manage a small team while onboarding new clients, ensuring smooth transitions at every stage of the customer lifecycle.
• Monitor customer progress and identify opportunities for deeper engagement or additional support.
  
  
  

Proactive Client Engagement:

• Build lasting relationships with clients through regular check-ins and consistent communication to understand their needs and goals.
• Use data and tools to proactively identify at-risk clients and implement strategies to improve retention.
• Present opportunities for upselling and cross-selling that align with customer goals, ensuring mutual value.
  
  
  

Strategic Insights & Metrics:

• Gather and analyze feedback metrics, including Net Promoter Scores (NPS), to identify trends and provide actionable recommendations for improvement.
• Share strategic insights with internal teams to improve products, services, and processes.
• Stay updated on industry best practices and implement strategies to continuously enhance the customer experience.
  
  
  

Collaboration & Process Improvement:

• Work closely with internal teams to align customer success initiatives with broader company goals.
• Develop scalable processes to ensure consistent, high-quality customer support.
• Contribute to the creation of educational resources, FAQs, and tutorials to address common customer needs.
  
  
  

QualificationsExperience:

• Proven experience (5+ years) of experience in customer success, account management, or client services, preferably in a service-based or tech-driven industry
• Proven ability to lead and develop a customer success team, including hiring, training, and coaching
• Demonstrated experience managing complex customer relationships and providing strategic account support
• Extensive experience working with the U.S.-based clients, with a deep understanding of the American business culture and communication practices
• Familiarity with CRM tools
• Experience designing and tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn rates
• Experience in crafting and executing a customer success strategy that drives retention and growth
  
  
  

Skills:

• Exceptional communication and interpersonal skills for building trust and rapport with clients
• Strong organizational and time management skills, with the ability to manage multiple priorities effectively
• Ability to analyze customer data to identify trends, churn risks, and growth opportunities
• Proactive problem solver who can anticipate challenges and develop solutions
  
  
  

International Candidates Only

Pay: $14.00 – $20.00 per hour

Work Location: Remote

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