Director of Customer Success

Join IP Fabric as the Director of Customer Success to lead the development of a scalable global Customer Success function. Drive customer adoption, satisfaction, retention, and growth while enhancing the team that is the heartbeat of our success story.

Requirements

• Global Leadership and Team Success: Lead and continually develop a customer success team
• Refine Operational Foundations: Assess our Customer Success model and address gaps in process, data consistency, and cross-regional alignment
• Customer Onboarding: Tailor experiences to ensure customers understand and extract maximum value from our solutions
• Customer Engagement: Build unbreakable relationships with key stakeholders and customers
• Retention and Expansion: Create strategies to retain and propel the customer base forward
• Customer Advocacy: Be the internal voice for our customers and advocate for enhancements, features, and process improvements
• Metrics and Reporting: Own customer success metrics, generating insightful reports for senior management
• Cross-Functional Influence: Define and evolve the long-term organizational boundaries between Sales, Customer Success, and Post-Sales technical roles

Benefits

• 25 days of paid time off
• ClassPass Wellness Program
• Anniversary Rewards
• Health, Dental and Vision Insurance
• Employer-matched 401(k) plan